Who you are

• 2+ Customer Success/Service/Support experience
• 2+ years in an account manager or similar function
• Sales experience
• Experience working in or closely with Sales organizations
• SaaS experience
• Experience in legal technology or legal background
• Salesforce experience
• Experience working with generative AI tools

What the job involves

• We are currently seeking an Intermediate 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
• 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
• 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

Benefits

• Company equity
• 401k
• $500 contribution when you become a parent and/or guardian
• RRSP-matching
• Pension plans
• 4-week minimum vacation
• Work from home when you need to (role-specific)
• Parental leave options for moms and dads
• Customizable extended health benefits (including $2000 per year to spend on counseling)
• Wellness programs including an onsite naturopath physiotherapist, and RMT (location-dependent), healthy snacks, and exercise classes