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 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.

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 firm 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, and various project deliverables.
• Proactively call 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.
• Identify, act upon, and drive revenue opportunities; provide 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.
• Reach out to promoters for the brand, referrals, revenue and possible advocacy opportunities.
• Manage and retain incoming lifecycle opportunities.
• Share feedback with the Product organization to ensure we are building with customers front of mind.
• Work on and lead (where appropriate) customer‑driven projects.

• 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.

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

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.

• 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  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 se 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.

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