Retention Specialist

LegalVision is a commercial law firm built for businesses that want to work differently. Through our fixed-fee legal membership, we provide unlimited legal support to SMEs and in-house teams. Our team uses custom-built technology to deliver fast, high-quality legal support with predictable pricing for clients and rewarding careers for those who work here.

With rapidly scaling operations across Australia, New Zealand and the United Kingdom, LegalVision offers unique progression pathways, exposure to diverse work at scale, and the opportunity to be part of an innovative law firm recognised as a 5 Star Employer of Choice, a Top 25 Attraction Firm, and Law Firm of the Year.

The Opportunity

As a Retention Specialist at LegalVision you will play a critical role in ensuring our members receive the legal support they need while driving retention and long-term engagement. A key focus of this position will be proactively managing membership hold and cancellation requests, identifying the reasons behind churn, and working on strategies to retain members long term. 

Our best Retention Specialists are strategic, business-savvy, and highly knowledgeable about our legal offerings. They are personable, proactive, organised, diligent, and always ready to assist members, address their concerns, and ensure they continue to see the benefits of their LegalVision membership.

Key Responsibilities:

• Build strong relationships with new members and guide them through the onboarding process.
• Proactively manage membership hold and cancellation requests, working closely with members to understand their concerns and offer solutions that align with their needs.
• Suggest initiatives to reduce churn and enhance member retention.
• Identify opportunities for members to upgrade or extend their membership and provide tailored recommendations.
• Act as the primary point of contact for member inquiries, including platform navigation and legal service-related questions.
• Analyse member usage patterns to detect potential churn risks and proactively encourage ongoing membership value.
• Action client feedback to continuously refine and improve our membership offering.
• Collaborate with other LegalVision teams to enhance the overall member experience based on insights and feedback.

You’ll have challenging but attainable KPIs, talented colleagues, supportive leaders and excellent tools to help you succeed in the role. You will receive both formal and on-the-job training to give you a strong understanding of the legal and commercial needs of Australian and New Zealand businesses.

The Ideal Candidate:

• Experienced in customer service/account management: You have at least 12 months of experience working in a customer service or account management role, and are excited to pursue a career in this area. Legal experience is not required for this position, training will be provided.
• Passionate about helping clients: You have excellent client service focus and the ability to problem-solve or sell additional services when appropriate. You’re dedicated to creating support experiences that exceed client expectations.
• Personable, empathetic and understanding: A friendly and professional demeanour will get you far as this role will be client-facing and relies upon identifying and solving client problems.
• Driven, autonomous and efficient: You work independently and take ownership of your own activities and responsibilities. You are constantly looking for ways to challenge yourself and to improve yourself and the systems around you.
• Business and tech savvy: You will be using our innovative in-house technology to assist clients. You pick up new skills quickly. You are able to get into the mind of a business owner and understand their priorities and concerns.

The Perks

• Enjoy flexibility, autonomy and working within an incredible team, all while supercharging your career. 
• Have the ability to meaningfully contribute to the growth and direction of LegalVision.
• With our 'LV Leave' benefit, receive up to 25 days of paid leave per year, with additional days after 2 years of service, plus paid parental leave, birthday leave, and volunteering leave.
• Annual budget to spend on external learning and development.
• Vibrant office environment in Surry Hills super close to Central Station, and flexible work-from-home options.

Apply Today!

If this sounds like an exciting career move, we'd love to hear from you!

Applications will be reviewed on a rolling basis and will close once the role is filled, so apply early to avoid missing out.

A note to recruiters: we’re all over this role, so there’s no need for you to get in touch. LegalVision does not accept unsolicited CVs or responsibility for any fees related to unsolicited CVs. Thanks!