Customer Account Manager

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
Customer Account Manager
to join our
Customer Success
team. This role is for tenacious and driven individuals who are customer first naturals. This role has been designed to ensure maximum health for Clio customers throughout their lifecycle and may need a little additional help to maximize adoption and become a Clio promoter.

This role is available to candidates in Burnaby, Calgary or Toronto.

What your team does:

Our Account Management team is accountable for a large and diverse account base in terms of legal coverage: different law types (criminal, corporate, family for example), different customer types (lawyers, paralegals, office staff etc.), varied firms sizes and a varied workload. The team provides enablement across our solutions, including our core platforms and cutting-edge AI offerings, helping customers adopt firm-specific workflows and avoid churn.

What you'll work on:

• Directly impact important KPIs such as proactive churn prevention, adoption, expansion, customer retention, plus various project deliverables;
• Proactively calling outbound to Clio customers to ensure they are receiving value from Clio;
• Re-engage customers with Clio usage through your understanding of the product usage data, customer personas and the value available to our customers;
• Identifying, acting upon, and driving revenue opportunities; providing analysis on conversion success;
• Lead both individual and group strategy/training sessions to drive Product Adoption
• Be an expert in Clio's suite of products—especially our AI-powered solutions—and understand common customer workflows
• Reaching out to promoters for the brand, referrals, revenue and possible advocacy opportunities;
• Managing and retaining incoming lifecycle opportunities
• Sharing feedback with the Product organization to ensure we are building with customer front of mind;
• Work on and lead (where appropriate) customer driven projects.

What you bring:

• 2+ years in an Account Manager or similar function
• Experience driving metrics based product adoption outcomes
• Experience owning churn mitigation
• Experience working in or closely with Sales organizations
• SaaS experience

Serious bonus points if you have:

• Sales experience
• Experience in legal technology or legal background
• Salesforce experience
• Experience working with generative AI tools

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 $65,000 to $76,500 to $88,000 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.