Retention Specialist, Customer Support

Clio • Vancouver, BC

6d • $68,000 - $92,000 • Hybrid

About The Position

Clio is seeking a Retention Specialist to join their Customer Support Team. This role is responsible for handling all internal and external inquiries related to account cancellations, with the goal of reducing churn and maximizing the value of Clio's products for existing customers. The ideal candidate will be passionate about solving customer issues, demonstrating product value, and developing strategies to retain customers.

Requirements

• 2+ years of experience in a customer facing support, sales, retention or save environment role
• Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution
• Excellent analytical skills
• Impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences
• Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems
• The desire to win (and have fun) as a member of a high performing team
• A growth mindset and a sense of optimism and enthusiasm

Nice To Haves

• Bachelor’s degree (or an expected completion date no later than January 2026 if in your final semester)
• Experience in the legal industry and/or knowledge of the justice system
• Experience with our current tech stack: Salesforce, Slack, Gong

Responsibilities

• Handle external requests related to account cancellations; understand the reason for cancellation and find solutions to retain customers
• Support internal teams as the primary point of contact for cancellation requests and potential churn
• Address customer concerns and coordinate resolutions, as applicable, with Finance, Billing, Product, Sales, and Customer Success teams; ensure timely delivery of solutions
• Collaborate with Support leadership and other stakeholders to ensure retention efforts are successful; make recommendations for improvements based on data and trends
• Track and communicate customer feedback to internal stakeholders
• Own and execute tasks within the tech stack including Salesforce, Gong, and other related tools
• Other tasks and duties assigned by Customer Support Leadership, as required

Benefits

• Competitive, equitable salary
• Top-tier health benefits
• Dental insurance
• Vision insurance
• Flexible time off policy, with an encouraged 20 days off per year
• $2000 annual counseling benefit
• RRSP matching
• 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: Mid Level