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Retention Specialist, Customer Support

6 hours ago

Calgary, Alberta, Canada Clio Full time

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:
We are currently seeking a
Retention Specialist
to join our
Customer Support Team
in
Burnaby
,
Calgary
or
Toronto
. The ideal candidate will have a passion for problem solving customer issues, driving value of our products, and finding strategies to drive the retention of our existing customers.

What your team does:
The Retention Team is responsible for all internal and external inquiries related to account cancellations. They work to reduce churn and maximize the value of our products to our existing customers to drive value and revenue.

What you'll work on:

  • Handle external requests related to account cancellations; understand the reason for cancellation and find solutions to retain customers
  • Support our internal teams as the primary point of contact for cancellation requests and potential churn
  • Address customer concerns and coordinate resolutions, as applicable, with our Finance, Billing, Product, Sales, and Customer Success teams; ensure timely delivery of our solutions
  • Collaborate with Support leadership and other stakeholders to ensure our retention efforts are successful; make recommendations for improvements based on data and trends
  • Track and communicate customer feedback to internal stakeholders
  • Own and execute tasks within our tech stack including Salesforce, Gong, and other related tools
  • Other tasks and duties assigned by Customer Support Leadership, as required

What you may have:

  • 2+ years of experience in a customer facing support, sales, retention or save environment role
  • Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution
  • Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences
  • Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems
  • The desire to win (and have fun) as a member of a high performing team
  • A growth mindset and a sense of optimism and enthusiasm

Serious bonus points if you have:

  • Bachelor's degree (or an expected completion date no later than January 2026 if in your final semester)
  • Experience in the legal industry and/or knowledge of the justice system
  • Experience with our current tech stack: Salesforce, Slack, Gong

This is a new role.

What you will find here:
Compensation is one of the main components of Clio's Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

  • Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
  • Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
  • Flexible time off policy, with an encouraged 20 days off per year.
  • $2000 annual counseling benefit
  • RRSP matching and RESP contribution
  • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range* for this role is $68,000 to $80,000 to $92,000 CAD. There are a separate set of salary bands for other regions based on local currency.

  • Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer:
We only communicate with candidates through official email addresses.