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About the Role

The Account Management team is responsible for owning customer success outcomes post onboarding for accounts that don’t have a dedicated Customer Success Manager. This team plays a central role in helping customers evolve their practice over time by providing service engagements to assess business processes and identify opportunities for new products or expanded usage. We are seeking an experienced customer-first Manager to partner in building the next iteration of the Account Management team.

Responsibilities

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
Work closely with other departments to improve process, increase leads, expedite time to customer solution and reduce admin time
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
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.
Create and implement proactive strategies to ensure high levels of client satisfaction and retention.
Train the team to identify and pursue opportunities for expanding existing accounts.
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
Identify, recruit, and train new account managers, ensuring they are equipped with the product knowledge and skills to succeed.
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.
Secure learning corners, guest speakers, Q&As to drive clarity and confidence in any areas that flag.
Act as a mentor to the team, providing guidance on complex client negotiations, relationship management, and career development.
Cultivate a collaborative, results-oriented, and customer-centric team environment.
Manage call review volume and quality being executed to ensure continued growth of ICs

Requirements

3+ Years Management experience leading leaders and individual contributors
Experience scaling a teams at velocity: Scaling the size of the team, tools, workflows while maintaining and building culture
Experience building and deploying cutting-edge Customer Success AI workflows and applications
Managing a revenue delivering team - Sales fundamentals
A passion for people management - Developing and enabling team-oriented culture through individualized and situational leadership
A healthy obsession for customers, and an incessant drive to innovate
Excitement and motivation to solve complex, high pressure business problems
Experience in owning customer escalations and outcomes
Data/Target-driven management
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

Skills

AI-first workflows
Sales fundamentals
Data-driven management
Customer Success AI
Situational leadership
Salesforce
SaaS

Location

Vancouver
Calgary
Toronto
Dublin
London
New York City
Sydney

Work Type

Hybrid

Experience Level

Manager

Education Level

Bachelor’s degree or equivalent experience

Salary/Compensations

CAD 113,500 to 141,900 to 170,300

Benefits

Competitive, equitable salary
Top-tier health benefits, dental, and vision insurance
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

About the Company

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.
We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations.
Clio is on a mission to transform the legal experience for all.
Clio is the global leader in legal AI, building the platform that powers the future of legal work.
With the scale, data, and ambition to redefine how the legal industry operates, we are advancing a comprehensive strategy that spans the full lifecycle of legal work—from knowledge and insight to execution and outcomes.
At the center of this vision is the Intelligent Legal Work Platform, the legal industry’s first System of Action.
By combining Clio’s core product suite with Clio Work and AI-native capabilities, the platform turns information into insight and insight into action.
As we expand into the enterprise, Clio for Enterprise extends this foundation to support the complexity, scale, and operational rigor of global organizations through solutions like Clio Operate and Vincent by Clio.
Backed by industry-leading data and intelligence, Clio is building the infrastructure that enables legal teams to operate with greater speed, confidence, and impact.
Clio’s leadership and momentum have been recognized globally.
In 2022, we achieved Centaur status, a milestone reached by fewer than 200 private SaaS companies worldwide.
We are a proud honoree of the Forbes Cloud 100 and Fortune’s Future 50, have been named Innovator of the Year, and are a Platinum Club member of Canada’s Best Managed Companies.
We are consistently recognized as one of Canada’s Top 100 Employers and a Top Employer for Young People, with our international offices also earning placements on Great Place to Work’s Best Workplaces lists.
Headquartered in Vancouver, Canada, Clio has grown to more than 2,000 employees across offices in Toronto, Calgary, Dublin, Manchester, Sydney, Barcelona, and Bogotá—bringing together diverse perspectives to solve one of the world’s most complex and impactful professional challenges.
Join Clio and help define the future of legal work through AI.
Learn more at clio.com/careers.

Equal Opportunity

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.