• We are seeking an experienced customer-first Manager to partner in building the next iteration of the Account Management team
• As the Manager of Account Management, you will lead a growing team of Team Leads and Account Managers responsible for the retention, growth, and adoption of Clio’s suite of Products
• You’ll play a critical role in building the future of Customer Success at Clio by scaling processes, expanding strategic customer engagement, and fostering a results-driven culture
• You will report to the Director of Account Management and be a key partner in cross-functional leadership forums, customer initiatives, and operational improvement to drive progress against the department’s key initiatives (Payments and Scaled Success)
• Process & Operational Excellence:
• Build and launch new outreach strategies: Enablement, Playbooks, workflows, iteration post launch
• Partner to refine Account Management Processes & Build new processes to support launch of Core work streams
• Cross-Functional Collaboration: Work closely with other departments to improve process, increase leads, expedite time to customer solution and reduce admin time
• Leverage CRM and Tools + Launch and Enable new tools for new types of work: Ensure the team is effectively using the CRM (e.g., Salesforce) and other account management software to track interactions, manage pipelines, and report on activity
• Innovate AI-first solutions to drive efficiency and customer experience. Coach AI first mindset and innovation on the team
• Client Relationship & Retention Strategy:
• Oversee Escalations: Personally manage or provide leadership guidance for customers escalated through Account Management channels. Serve as the primary point of contact for resolving major client issues and escalations, ensuring timely and effective solutions
• Develop Retention Strategies (Activation /Penetration): Create and implement proactive strategies to ensure high levels of client satisfaction and retention
• Revenue Growth & Strategic Planning:
• Identify Upsell/Cross-sell Opportunities: Train the team to identify and pursue opportunities for expanding existing accounts
• Forecasting and Reporting: Own the team’s pipeline funnel forecast+ Future core metrics.. Report on team performance to senior leadership
• Collaborate with cross functional partners to expand inbound lead sources, campaigns and initiatives
• Refine and develop new strategies to improve conversion at each stage of the funnel
• Team Leadership & Development:
• Recruit, Hire, and Onboard: Identify, recruit, and train new account managers, ensuring they are equipped with the product knowledge and skills to succeed
• Performance Management: Set clear goals and KPIs for the team. Build, manage and iterate performance management frameworks. Conduct regular performance reviews, provide constructive feedback, and manage performance improvement plans as needed
• Proactively Address and Action Peakon Survey responses: Secure learning corners, guest speakers, Q&As to drive clarity and confidence in any areas that flag
• Coaching and Mentoring: Act as a mentor to the team, providing guidance on complex client negotiations, relationship management, and career development
• Foster a Positive Team Culture: Cultivate a collaborative, results-oriented, and customer-centric team environment
• Own and Manage Call Reviews & Feedback Cycles: Manage call review volume and quality being executed to ensure continued growth of ICs

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- You are a strategic, tech-forward leader with experience managing both individual contributors and emerging leaders within high-velocity SaaS environments
• You thrive at the intersection of process excellence and people leadership, possessing a proven track record of scaling teams and workflows without sacrificing culture
• Your background is rooted in sales fundamentals and data-driven management, allowing you to confidently own revenue forecasts, pipeline health, and complex customer escalations
• You are energized by finding ways to optimize and remove friction to reduce admin friction and expedite customer solutions
• An innovator at heart, you possess a “healthy obsession” for the customer experience and experience building Customer Success AI-first workflows
• You are not content with the status quo; you actively coach your team toward an AI-driven mindset to unlock new efficiencies in account penetration and retention
• Beyond the metrics, you are a dedicated mentor who utilizes situational leadership to develop talent, foster a collaborative environment
• Whether you are refining a conversion funnel or leading a high-stakes negotiation, you bring the grit and agility required to excel in a dynamic, fast-paced startup ecosystem
• Experience in owning customer escalations and outcomes
• Experience scaling a teams at velocity: Scaling the size of the team, tools, workflows while maintaining and building culture
• A healthy obsession for customers, and an incessant drive to innovate
• Excitement and motivation to solve complex, high pressure business problems
• Experience building and deploying cutting-edge Customer Success AI workflows and applications
• Managing a revenue delivering team - Sales fundamentals
• 5-7 Years Management experience leading leaders and individual contributors
• Data/Target-driven management
• A passion for people management - Developing and enabling team-oriented culture through individualized and situational leadership
• Experience in FinTec or Scaled Success an asset
• Experience with Salesforce or other SaaS tools
• Experience working with Customer Success tools such as ChurnZero etc
• Proven track record in a dynamic, fast-moving startup environment
• Bachelor’s degree or equivalent experience
• SaaS experience