Intermediate Customer Account Manager at Clio

Vancouver, British Columbia, Canada

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal TechnologyIndustries

Requirements

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
A keen interest in improving your craft by using AI
SaaS experience
Available to candidates in Burnaby or Toronto
Serious bonus points if you have: Experience in legal technology or legal background, Salesforce experience, Experience working with generative AI tools

Responsibilities

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

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementChurn PreventionProduct AdoptionCustomer RetentionOutbound CallingProduct Usage AnalysisRevenue OpportunitiesTraining SessionsAI SolutionsLegal TechCustomer Workflows

Questions & Answers

Common questions about this position

What is the location requirement for this role?

This role is available to candidates in Burnaby or Toronto.

What experience is required for the Intermediate Customer Account Manager position?

Candidates need 2+ years of Customer Success/Service/Support experience, 2+ years in an account manager or similar function, sales experience, experience working in or closely with Sales organizations, and SaaS experience.

What does the Account Management team handle?

The team manages a large and diverse account base covering different law types, customer types like lawyers and paralegals, firm sizes, and workloads, while providing enablement for core platforms and AI offerings to help with adoption and avoid churn.

What compensation and rewards does Clio offer?

Compensation is a main component of Clio’s Total Rewards Program, with programs and processes for fair and competitive pay that support a human and high-performing culture; highlights include competitive, equitable pay.

What makes a strong candidate for this role?

Tenacious and driven individuals who are customer-first naturals, with required experience in customer success, account management, sales, and SaaS, plus bonus for legal technology background, Salesforce, or generative AI experience.

Clio

Legal practice management software provider

About Clio

Clio provides legal practice management software that helps law firms operate more efficiently. Its two main products, Clio Grow and Clio Manage, serve different purposes: Clio Grow enhances the client intake process and engagement, while Clio Manage allows firms to organize tasks, manage cases, handle documents, and process payments in one platform. Clio caters to a diverse clientele, from solo practitioners to large firms, and operates on a subscription model, charging users monthly or annually for access to its software. The goal of Clio is to improve the efficiency of legal practices and reduce administrative burdens, ultimately supporting their growth.

Burnaby, CanadaHeadquarters

2008Year Founded

$1,279.9MTotal Funding

SERIES_FCompany Stage

LegalIndustries

1,001-5,000Employees

Benefits

Company equity

401k

Parental leave options and stipend

Flexible paid time off

Stipend to support WFH

Various wellness benefitsand programs

Risks

Emerging AI-driven legal tech startups could challenge Clio's market share.

Staying private may limit Clio's access to public market capital.

Significant investment in AI and expansion may strain Clio's resources.

Differentiation

Clio offers a comprehensive suite for law firm management, including client intake and payments.

Clio's products, Clio Grow and Clio Manage, streamline operations for legal professionals.

Clio's cloud-based platform supports solo practitioners and large law firms alike.

Upsides

Clio raised $900M in 2024, marking the largest Canadian software funding round.

Clio plans to enhance AI capabilities and expand into international markets.

Clio's subscription model generates $200M in annual recurring revenue.

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