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About the Role

We are looking for a high output, thoughtful, and skilled onboarding specialist to add value, energy, and technical expertise to our team. You thrive in the spotlight with customers, eager to spend as much of your day as possible helping them be successful. You have mastered the art of customer experience to deliver on onboarding sessions as part of a customer’s full life cycle, setting them up for success long term and delivering value in every interaction. You are a troubleshooting expert and a consummate people person with deep empathy for ensuring that our employees and customers needs are understood and expectations are not only met, but exceeded.

Responsibilities

Conduct strategy and training sessions to ensure customers are onboarded successfully.
Identify customer "first value" and drive towards achieving it.
Take responsibility for ownership window as part of a customer’s entire Clio lifecycle.
Work closely with Sales and Customer Enablement for smooth transitions into product adoption.
Manage multiple client cases simultaneously, observing tasks and deadlines.
Own customer account health and mitigate risk through proactive churn prevention.
Contribute regularly to the customer-facing knowledge base.
Partner with Customer Enablement and Tech Esc teams to develop processes.
Gain expert understanding of and stay up to date with Clio’s products and workflows.
Demonstrate mastery in Clio's Suite of products and internal tools.
Balance schedule autonomously and exceed KPIs focused on high adoption/low churn.
Act as an ongoing mentor for junior colleagues.
Consistently reach core KPIs.
Complete SOPs, client and internal follow-ups, and identify efficiency improvements.
Manage difficult customer escalations and seek help for unique cases.
Customize the onboarding journey according to each firm's needs.
Perform other duties as required.

Requirements

Healthy customer obsession and focus on delivering exceptional client experience.
Proactive mindset with creative problem-solving skills.
Effortless communication skills, confident and sensitive to customer needs.
Comfort and confidence facilitating 'in person' live sessions through Zoom.
Keen interest in improving craft by using AI.
Demonstrated understanding of the legal industry and the needs of legal professionals (bonus).
Experience with Salesforce or other SaaS tools (bonus).
Experience working with API-driven applications (bonus).
Proven track record in a dynamic startup environment (bonus).
Bachelor’s degree or equivalent experience.

Skills

Technical expertise
Customer experience mastery
Troubleshooting
Empathy
Communication
AI understanding

Location

Burnaby
Toronto
Calgary

Work Type

12 month contract
Hybrid work environment

Experience Level

Experienced individuals typically hired at or around the midpoint of the band

Education Level

Bachelor’s degree or equivalent experience

Salary/Compensations

$70,200 to $82,600 to $95,000 CAD

Benefits

Competitive, equitable salary
Top-tier health benefits
Dental insurance
Vision insurance
Flexible time off policy (20 days off encouraged)
$2000 annual counseling benefit
RRSP matching
RESP contribution
Clioversary recognition program

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.
Our Customer Onboarding & Data Migration team is hyper-focused on providing exceptional onboarding and customer experience through our customers’ lifecycles.
We are 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

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.