Intermediate Customer Account Manager

Clio - Cloud-Based Legal Technology

Intermediate Customer Account Manager engaging and retaining a large portfolio of accounts for Clio, a leader in legal AI technology. Focused on customer success through proactive engagement and issue resolution in the legal technology space.

Posted 5/23/2026full-timeCalgary • 🇨🇦 CanadaJuniorMid-Level💰 CA$76,500 - CA$103,500 per yearWebsite

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Hard Skills

Customer SuccessAccount ManagementSalesObjection HandlingChurn PreventionCustomer RetentionRevenue OpportunitiesProject ManagementAI SaaSGenerative AI

Soft Skills

Proactive EngagementCommunicationProblem SolvingCustomer Relationship ManagementFeedback SharingAdaptabilityNegotiationConflict ResolutionCollaborationLeadership

Tools & Technologies

SalesforceClioLegal Technology

Industry Keywords

Customer ServiceCustomer SupportSales OrganizationsLegal BackgroundCustomer PersonasValue SellingLifecycle OpportunitiesEscalation ManagementProject DeliverablesClient Workflows

About the role

Key responsibilities & impact

Proactively engage with a large portfolio of accounts to ensure they are receiving value from Clio;
Willingly takes on additional projects beyond general scope of work balancing with expected case/opportunity outputs
Directly impact important KPIs such as proactive churn prevention, adoption, expansion, customer retention, plus various project deliverables;
Re-engage customers with Clio usage through your understanding of the product, customer personas and the value available to our customers;
Recognize, act upon, and convert revenue opportunities;
Excels at objection-handling;
Minimizes discounts by selling the value of the product, specific to client workflows/needs;
Manage and retain incoming lifecycle opportunities such as refunds and escalations;
Navigates and de-escalates challenging customer issues including and not limited to refund and churn conversations;
Share feedback with the Product organization to ensure we are building with customer front of mind;
Work on and lead (where appropriate) customer driven projects.

Requirements

What you’ll need

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
Serious bonus points if you have:
Experience in legal technology or legal background
Salesforce experience
Experience working with generative AI tools

Benefits

Comp & perks

Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City 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