Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. You'll own the customer's first 90 days: running kickoffs, migrating data, configuring accounts around how each client actually works, and training their team until the product is part of the daily routine rather than something they're still figuring out.

Onboarding is where a customer decides whether they made the right call, and you're the person who makes that answer obvious. The role sits between technical and relational. You'll be comfortable troubleshooting a stalled data import, and equally comfortable convincing a sceptical office manager the disruption is worth it.

Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio's suite of products

- Identify what would indicate a customer's "first value" and drive towards achieving it
- Take complete responsibility for your ownership window as part of a customer's entire Clio lifecycle, including setting customers up successfully for post‑ownership window
- Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible
- Own customer account health with Clio's suite of products, mitigating risk through proactive churn prevention
- Be confident, articulate, and sensitive to the needs of customers and internal partners
- Contribute regularly to our customer‑facing knowledge base [Help Center]
- Partner with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities




- Identifies process improvement initiatives and brings those to leadership/the greater team
- Manages difficult customer escalations and asks for help in unique and new cases; 3+ years of experience in customer onboarding, implementation, or customer success roles, ideally within a B2B SaaS environment. ~ Healthy customer obsession and focus on delivering exceptional client experience. ~ Proactive mindset, constantly thinking outside the box to employ creative solutions where appropriate. ~ Effortless communication skills, confident and sensitive to the needs of customers (internal and external) of all abilities. ~ Reliable bonus points if you have: A demonstrated understanding of the legal industry and the needs of legal professionals.

Experience with Salesforce or other SaaS tools. Bachelor's degree or equivalent experience. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high‑performing culture.

Competitive, equitable salary (exclusive of superannuation) with top‑tier health benefits Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. Flexible time off policy, with an encouraged 20 days off per year. Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility We are dedicated to diversity, equity and inclusion.

We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. Clio provides accessibility accommodations during the recruitment process. We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations.

In recruitment, AI helps us streamline the process for greater efficiency.

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