Retention Specialist, Clio
Customer Support
CA$68-92k
For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio.
Legal practice management software
Be an early applicant
Legal practice management software
1001+ employees
Be an early applicant
CA$68-92k
For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio.
1001+ employees
Company mission
To transform the legal experience for all.
Role
Who you are
- 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 and 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
Desirable
- 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
What the job involves
- We are currently seeking a Retention Specialist to join our Customer Support Team in Burnaby, Calgary or Toronto
- The Retention Team is responsible for all internal and external inquiries related to account cancellations. They work to reduce churn and maximize the value of our products to our existing customers to drive value and revenue
- The ideal candidate will have a passion for problem solving customer issues, driving value of our products, and finding strategies to drive the retention of our existing customers
- Handle external requests related to account cancellations; understand the reason for cancellation and find solutions to retain customers
- Support our internal teams as the primary point of contact for cancellation requests and potential churn
- Address customer concerns and coordinate resolutions, as applicable, with our Finance, Billing, Product, Sales, and Customer Success teams; ensure timely delivery of our solutions
- Collaborate with Support leadership and other stakeholders to ensure our 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 our tech stack including Salesforce, Gong, and other related tools
- Other tasks and duties assigned by Customer Support Leadership, as required
- This is a new role
Our take
Modern law firms increasingly manage their work digitally but the lack of a specialized remote solution means that workflows have become fragmented. This leads to legal practice managers having to juggle multiple software solutions across various devices.
Clio provides a legal practice management platform designed for law firms, allowing users to manage billing for legal aid cases, access and manage documents and store files across multiple devices. Whilst other startups are operating in this niche, Clio has uniquely focussed on synchronisation across remote devices and on a wide range of integrations, allowing the user to access information from other industry standard software such as Xero and Klyant from within a single interface.
Clio has raised significant funding and benefited from the COVID-era shift toward cloud technologies. More recently, the company has experienced rapid growth following the integration of AI into its platform in 2023. Alongside this, it surpassed $200M in annual recurring revenue (ARR) in mid-2024 and has since grown to an impressive $500M ARR. The company was valued at $5B following a $500M funding round in 2025, with the investment supporting further AI development and platform expansion.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Specialized learning and development programs and access to an in-house performance coach
- Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
- Access to pay transparency on all of our global roles
- Company equity for applicable employees
- RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
- Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
- Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
- Parental leave options for birthing and non-birthing parents
- A $500 contribution to your child’s RESP
- Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
- Virtual and In-person Wellness Programs to support mental and physical health
- Paid time for volunteering through our Clio Gives program
- $2000 annual counseling benefit for CAD Clions
Company HQ
Burnaby, BC
Leadership
Jack Newton
(Founder & CEO)Alongside serving as Clio's CEO since founding the company in 2008, Jack is an Advisor at Athennian, dealcloser, and Logikcull. Previously, they were a Board Member at ROSS Intelligence and a Director of Product Development at Chenomx.
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