Bilingual (French/English) Legal Account Manager

Accountabilities: Manage retention, renewals, and revenue growth across a diverse portfolio of Quebec-based law firm, corporate, public-sector, and academic customers. Achieve or exceed targets related to customer retention, renewal revenue, upselling, and cross-selling, including opportunities involving AI-powered solutions. Develop and execute strategic account plans that identify expansion opportunities, strengthen customer relationships, and address potential retention risks. Proactively understand customer needs, respond to objections and competitive considerations, and clearly communicate the value of solutions in relation to customer objectives. Use AI tools and customer data to improve account management practices, develop data-informed retention and growth strategies, and communicate insights effectively. Manage renewal and expansion opportunities throughout the full commercial cycle, from discovery and proposal through negotiation and close. Build relationships with decision-makers, budget holders, and end users to demonstrate value and support continued customer investment. Conduct account reviews to evaluate product usage, demonstrate return on investment, and align solutions with evolving customer priorities. Monitor account health, engagement, and usage trends to identify churn risks and implement appropriate retention strategies. Partner with onboarding, customer support, product, and other internal teams to increase adoption, resolve escalations, and remove barriers to renewal and growth. Maintain accurate CRM records, opportunity pipelines, renewal forecasts, and expansion forecasts. Gather customer feedback and communicate relevant 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 and the ability to lead customer presentations and commercial discussions in both languages. At least 3 years of experience managing and growing an existing B2B customer portfolio, ideally within a subscription or solution-based business, or 5+ years of experience in a comparable role such as Customer Success, Training, or Product Expertise. Demonstrated success achieving retention, renewal, upselling, or cross-selling targets. Experience using AI solutions and productivity tools such as ChatGPT, Claude, Gong, or comparable platforms. Strong consultative selling and strategic account management capabilities, with the ability to translate customer needs into relevant solutions and recommendations. Experience working with CRM platforms, managing renewal cycles, negotiating commercial terms, and closing expansion opportunities. Ability to identify account risks, handle objections, and develop effective strategies to retain and grow customer relationships. Strong relationship-building skills and the ability to engage effectively with multiple stakeholders, including senior decision-makers and budget holders. Excellent organizational and time-management skills, with the ability to prioritize and manage a diverse portfolio of accounts. Ability to use customer data, product usage information, and business outcomes to demonstrate value and identify growth opportunities. Strong collaboration skills and the ability to operate effectively within a team-selling environment while adapting to evolving products, technologies, and customer needs. Legal experience, a law degree, legal practice experience, or experience working within a law firm environment is an asset, with flexibility for candidates who bring other relevant legal knowledge or experience. Benefits Annual base salary range of CAD $65,400–$109,000 , with geographic differentials potentially applying depending on location. Variable compensation may be included depending on the sales role and applicable compensation structure. Home-based position with opportunities across multiple Canadian provinces. Flexible working hours designed to support productivity and work-life balance. Wellbeing initiatives supporting employee health and overall quality of life. Shared parental leave. Study assistance and professional development support. Sabbatical opportunities. Country-specific benefits and healthcare-related support. A collaborative environment focused on long-term career development and meaningful customer impact. Accessibility accommodations are available throughout the hiring process for candidates who require them.