Intermediate Customer Account Manager

Themis Solutions; Burnaby; Hybrid; CAD 76,000 - 104,000; Full time

Job summary

A dynamic tech company is looking for an Intermediate Customer Account Manager to join its Customer Success team in Burnaby. This role focuses on maximizing customer value and preventing churn by engaging with clients and identifying revenue opportunities. The ideal candidate should have 2+ years of experience in account management or customer success, particularly in SaaS environments.

Benefits

Competitive salary with health, dental, and vision benefits

Flexible time off policy

RRSP matching

Anniversary recognition programs

Qualifications

• 2+ years in Customer Success, Service, or Support roles.
• 2+ years in an account management or similar role.
• Experience working closely with Sales teams.

Responsibilities

• Ensure maximum health for Clio customers throughout their lifecycle.
• Proactively call customers to ensure value from the platform.
• Identify and act upon revenue opportunities.

Skills

Customer Success

Account Management

SaaS Experience

Job description

Clio is more than just a tech company; we are a global leader transforming the legal experience for all by improving the lives of legal professionals and increasing access to justice.

Summary :

We are currently seeking an Intermediate Customer Account Manager to join our Customer Success team. This role is for tenacious and driven individuals who are naturally customer-focused. The role is designed to ensure maximum health for Clio customers throughout their lifecycle and may require additional efforts to maximize adoption and promote Clio.

This position is available to candidates in Burnaby or Toronto.

What your team does :

Our Account Management team manages a diverse account base across various legal sectors, including different law types (criminal, corporate, family, etc.), customer types (lawyers, paralegals, office staff), firm sizes, and workloads. The team focuses on helping customers maximize product adoption and prevent churn.

What you'll work on :

• Impact KPIs such as proactive churn prevention, adoption, expansion, and customer retention;
• Proactively calling Clio customers to ensure they receive value from our platform;
• Re-engaging customers through understanding of the product, customer personas, and available value;
• Identifying and acting upon revenue opportunities, including analyzing conversion success;
• Reaching out to promoters for brand referrals, revenue, and advocacy opportunities;
• Managing and retaining incoming lifecycle opportunities;
• Providing feedback to the Product team to inform development with customer needs in mind;
• Leading or participating in customer-driven projects where appropriate.

What you bring :

• 2+ years in Customer Success, Service, or Support roles;
• 2+ years in an account management or similar role;
• Experience working with or closely with Sales teams;
• SaaS experience;
• Bonus points for additional relevant skills or experiences.

What you will find here :

Compensation is a key component of Clio’s Total Rewards Program, designed to ensure fair and competitive pay practices fostering a high-performance culture.

Highlights include :

• Competitive salary with top-tier health, dental, and vision benefits;
• Hybrid work environment with in-office expectations in Vancouver, Calgary, Toronto, and Dublin;
• Flexible time off policy, encouraging 20 days off per year;
• RRSP matching and RESP contributions;
• Anniversary recognition programs at 3, 5, 7, and 10 years.

Salary Range :

• $76,500 to $103,500, depending on location and currency;
• Final offers depend on individual experience and skills, with internal candidates potentially earning towards the higher end of the range.

We value diversity, inclusion, belonging, and accessibility. Our team is committed to creating an environment where everyone can thrive and bring their authentic selves to work. We encourage candidates from all backgrounds to apply and offer accommodations during the recruitment process.

Learn more about our culture at Clio.

Key Skills :

Employment Type: Full-Time

Experience: 2+ years

Vacancy: 1