Intermediate Customer Account Manager (Legaltech)

TL;DR

Intermediate Customer Account Manager (SaaS/Legaltech): Managing a diverse portfolio of legal accounts to ensure value realization and maximize adoption with an accent on churn prevention and revenue expansion. Focus on converting revenue opportunities, de-escalating challenging customer issues, and aligning product feedback with the Product organization.

Location: Must be based in Burnaby, Calgary, or Toronto (Hybrid: minimum twice per week in office)

Salary: $76,500 – $103,500 CAD

Company

Global leader in legal AI technology empowering legal professionals and law firms to work smarter and more securely.

What you will do

• Proactively engage with a large portfolio of accounts to ensure value realization.
• Drive KPIs including churn prevention, adoption, expansion, and customer retention.
• Identify, act upon, and convert revenue opportunities while minimizing discounts.
• Handle refunds and de-escalate challenging customer issues.
• Collaborate with the Product team to provide customer-centric feedback.
• Lead customer-driven projects to improve product adoption.

Requirements

• 2+ years of experience in Customer Success, Service, or Support
• 2+ years of experience in an Account Manager or similar function
• Proven sales experience and history of working with Sales organizations.
• Experience working with SaaS products.
• Strong interest in leveraging AI to improve professional workflows.

Nice to have

• Background in legal technology or a legal professional background.
• Experience with Salesforce.
• Proficiency with generative AI tools.

Culture & Benefits

• Competitive salary with top-tier health, dental, and vision insurance.
• Hybrid work model with local office presence.
• Flexible time off policy (encouraged 20 days per year).
• $2000 annual counseling benefit.
• RRSP matching and RESP contributions.