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Added 8 mins ago
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Customer Onboarding Specialist
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Added 1 hour ago
Customer Onboarding Specialist
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Full-time
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Clio

Customer Onboarding Specialist

Calgary, AB, Canada
Vancouver, BC, Canada
Toronto, ON, Canada

Job type: Full-time
Apply by: Oct 9, 2026
Posting language: English
Posted: Sep 25, 2026

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Applications open in a new tab.

Original job description

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.

Summary:

Who you are:

We are looking for a high output, thoughtful, and skilled onboarding specialist to add value, energy, and technical expertise to our team. You thrive in the spotlight with customers, eager to spend as much of your day as you can helping them be successful. You not only have the technical chops but also have mastered the art of customer experience to deliver on onboarding sessions as part of a customer’s full life cycle. This includes setting them up for success long term, and delivering value in every interaction. You are a troubleshooting expert, and a consummate people person with deep empathy for ensuring that our employees and customers needs are understood and expectations are not only met, but exceeded.

What your team does:

Our Customer Onboarding & Data Migration team is hyper-focused on providing exceptional onboarding and customer experience through our customers’ lifecycles. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers’ businesses.

What you'll work on:

Conducting daily live strategy and training sessions, engaging attendees with internal tools such as Zoom video, CSAT and Salesforce;
Identifying what would indicate a customer’s “first value” and drive towards achieving it to ensure the customer is set up to realize Clio’s total value for their firm;
Taking complete responsibility for your ownership window as part of a customer’s entire Clio lifecycle, including setting customers up successfully for post-ownership window;
Working closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible;
Managing multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by the department);
Owning customer account health with Clio’s suite of products, mitigating risk through proactive churn prevention;
Being confident, articulate, and sensitive to the needs of customers and internal partners;
Contributing regularly to our customer-facing knowledge base [Help Center];
Partnering with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities;
Gaining an expert understanding of and stay up to date with Clio’s suite of products and common workflows as well as industry best practices based on our client’s area of law;
And other duties as required.

What you may have:

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.
Comfort and confidence facilitating ‘in person’ live sessions through Zoom.
Demonstrate a keen interest in improving your craft by using AI

Serious bonus points if you have:

Experience with Salesforce or other SaaS tools.
Experience working with API-driven applications.
Proven track record in a dynamic startup environment.
Bachelor’s degree or equivalent experience.

This role is a backfill for an existing position.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. 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.

Some highlights of our Total Rewards program include:

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

The expected salary range for this role is $59,500 to $80,500 CAD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. 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. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

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. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.

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More about this job

Responsibilities

The specialist will conduct live strategy and training sessions while managing the customer onboarding lifecycle to ensure successful product adoption. They are responsible for maintaining account health, mitigating churn, and collaborating with internal teams to optimize the customer experience.

Requirements

Candidates should possess strong communication skills, a proactive mindset, and experience with SaaS tools or API-driven applications. A bachelor's degree or equivalent experience is preferred, along with the ability to facilitate engaging live sessions.

Skills

Customer onboarding
Technical troubleshooting
Customer experience
Training facilitation
Salesforce
Zoom
Data migration
Churn prevention
SaaS
API-driven applications
Communication
Empathy
Strategic planning
Knowledge base management
AI tools

Benefits

Health insurance
Dental insurance
Vision insurance
Flexible time off
Counseling benefit
RRSP matching
RESP contribution
Clioversary recognition

Visa sponsorship

Not detected in the job text

Keywords

Customer Onboarding
Legal AI
SaaS
Salesforce
Zoom
Data Migration
Customer Success
Churn Prevention
API
Training
Strategy
Help Center
Customer Enablement
Tech Esc
Workflow Optimization
Artificial Intelligence
Startup Environment
Account Management
Client Experience
Technical Support

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