Manager, Account Management

Clio • Toronto, ON

58d • Hybrid

About The Position

The Account Management team is responsible for owning customer success outcomes post onboarding for accounts that don’t have a dedicated Customer Success Manager. Clio offers a wide range of features and packages that can take time and effort for customers to adopt to their fullest potential. In order for Clio to achieve our mission of transforming the legal experience for all, we need to support our customers to evolve their practice over time. This team plays a central role in helping customers move along this evolution path. We provide service engagements to assess their business processes and understand how they can get the most value out of their current offering. We also help identify opportunities where they may benefit from new products, packages or expand usage deeper within their firms. If customers are getting off track, we get to the bottom of the issues to get them to the value they need. We also support the business as a testing and innovation center as we look at bringing new offerings to market. We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers’ businesses.
We are seeking an experienced customer-first Manager to partner in building the next iteration of the Account Management team. Who you are: You are a strategic, tech-forward leader with experience managing both individual contributors and emerging leaders within high-velocity SaaS environments. You thrive at the intersection of process excellence and people leadership, possessing a proven track record of scaling teams and workflows without sacrificing culture. Your background is rooted in sales fundamentals and data-driven management, allowing you to confidently own revenue forecasts, pipeline health, and complex customer escalations. You are energized by finding ways to optimize and remove friction to reduce admin friction and expedite customer solutions. An innovator at heart, you possess a "healthy obsession" for the customer experience and experience building Customer Success AI-first workflows. You are not content with the status quo; you actively coach your team toward an AI-driven mindset to unlock new efficiencies in account penetration and retention. Beyond the metrics, you are a dedicated mentor who utilizes situational leadership to develop talent, foster a collaborative environment. Whether you are refining a conversion funnel or leading a high-stakes negotiation, you bring the grit and agility required to excel in a dynamic, fast-paced startup ecosystem. As the Manager of Account Management, you will lead a growing team of Team Leads and Account Managers responsible for the retention, growth, and adoption of Clio’s suite of Products. You’ll play a critical role in building the future of Customer Success at Clio by scaling processes, expanding strategic customer engagement, and fostering a results-driven culture. You will report to the Director of Account Management and be a key partner in cross-functional leadership forums, customer initiatives, and operational improvement to drive progress against the department's key initiatives (Payments and Scaled Success)

Requirements

• 5-7 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

Nice To Haves

• 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

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
• Cross-Functional Collaboration: Work closely with other departments to improve process, increase leads, expedite time to customer solution and reduce admin time
• Leverage CRM and Tools + Launch and Enable new tools for new types of work: 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
• Oversee Escalations: 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.
• Develop Retention Strategies (Activation /Penetration): Create and implement proactive strategies to ensure high levels of client satisfaction and retention.
• Identify Upsell/Cross-sell Opportunities: Train the team to identify and pursue opportunities for expanding existing accounts.
• Forecasting and Reporting: 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
• Recruit, Hire, and Onboard: Identify, recruit, and train new account managers, ensuring they are equipped with the product knowledge and skills to succeed.
• Performance Management: 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. Proactively Address and Action Peakon Survey responses: Secure learning corners, guest speakers, Q&As to drive clarity and confidence in any areas that flag.
• Coaching and Mentoring: Act as a mentor to the team, providing guidance on complex client negotiations, relationship management, and career development. Foster a Positive Team Culture: Cultivate a collaborative, results-oriented, and customer-centric team environment. Own and Manage Call Reviews & Feedback Cycles: Manage call review volume and quality being executed to ensure continued growth of ICs

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager