About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual (French/English) Legal Account Manager based in Canada.
Responsibilities
- Manage retention, renewals, and revenue growth across a diverse portfolio of Quebec-based law firm, corporate, public sector, and academic customers.
- Meet or exceed targets related to customer retention, renewal revenue, upselling, and cross-selling.
- Develop and execute account plans that identify expansion opportunities, strengthen strategic relationships, and address retention risks.
- Proactively identify customer needs and address objections related to competing AI solutions.
- Clearly communicate the value of solutions in relation to individual customer goals and business priorities.
- Use AI tools to improve account management practices and develop data-informed retention and growth strategies.
- Manage renewal and expansion opportunities from discovery and proposal through negotiation and close.
- Build strong relationships with decision-makers, budget holders, and product users to demonstrate value and support continued investment.
- Conduct account reviews to evaluate product usage, demonstrate return on investment, and align solutions with customer priorities.
- Monitor account health, engagement, and usage trends to identify churn risks and implement appropriate retention plans.
- Partner with onboarding, customer support, and product teams to improve adoption, resolve escalations, and remove barriers to renewal and growth.
- Maintain accurate account records, opportunity pipelines, renewal forecasts, and expansion forecasts within the CRM.
- Gather customer feedback and communicate insights internally to support product improvements and enhance the overall customer experience.
Requirements
- Fluency in both French and English, with excellent written and verbal communication skills in both languages.
- Ability to lead customer presentations and commercial discussions confidently in French and English.
- 3+ years of experience managing and growing an existing B2B customer portfolio, ideally within a subscription or solution-based business, or 5+ years in comparable roles such as Customer Success, Training, or Product Expertise.
- Demonstrated success meeting or exceeding retention, renewal, upselling, or cross-selling targets.
- Strong knowledge of or experience using AI solutions and tools such as Gong, ChatGPT, Claude, or similar technologies.
- Strong consultative selling and strategic account management capabilities.
- Ability to translate customer needs into relevant recommendations and commercially meaningful solutions.
- Experience using CRM platforms to manage renewal cycles, negotiate commercial terms, and close expansion opportunities.
- Ability to identify account risks, navigate objections, and develop effective retention strategies.
- Strong relationship-building skills across multiple stakeholders, including senior decision-makers and budget holders.
- Excellent organizational and time management skills, with the ability to prioritize and manage a diverse book of business.
- Ability to use customer data, product usage insights, and business outcomes to demonstrate value and identify growth opportunities.
- Ability to collaborate effectively within a team-selling environment and adapt to evolving products, technologies, and customer needs.
- Experience in the legal sector, a law firm environment, legal practice, or a related field is preferred.
- A law degree, legal practice experience, or other relevant legal knowledge is considered an asset.
Conditions
- Full-time, home-based position with opportunities across Canada.
- Flexible working hours designed to support productivity and work-life balance.
- Base salary range of CAD $65,400–$109,000 nationally.
- For the primary Ontario location, total target cash compensation ranges from CAD $100,600–$167,900, including variable compensation.
- Compensation mix between base and variable pay varies by sales role.
- Country-specific benefits and wellbeing programs.
- Shared parental leave.
- Study assistance and professional development support.
- Sabbatical opportunities.
- Opportunity to work with AI-powered technologies and evolving digital solutions.
- Exposure to legal, corporate, public sector, and academic customer environments.
- Collaborative, customer-focused environment with cross-functional partnership.