Client Success & Retention Manager

LegalVision is a market disruptor in the legal industry, transforming how businesses access legal services. With a mission to make legal support affordable, accessible, and empowering, we’ve helped tens of thousands of clients across the UK, Australia and New Zealand protect their businesses and livelihoods through our innovative membership model. We’re expanding our UK team and are looking for a dynamic Client Success & Retention Manager to help us continue delivering exceptional experiences to our members.

The Opportunity

As a Client Success & Retention Manager, you’ll be at the frontline of our client relationships, from managing membership cancellation requests, resolving complaints, and ensuring our members stay and succeed with LegalVision. You’ll take the time to understand why clients are considering leaving, uncover opportunities to add additional value, and transform potential churn risks into long-term loyalty.

We’re looking for a confident communicator who thrives on turning challenges into opportunities. You’re calm under pressure, direct yet empathetic in your approach, and skilled at influencing decisions, even in tricky conversations.

This is a full-time position based in our Ancoats office. You’ll work onsite five days per week initially, with flexibility available over time.

If you have experience in client retention, membership renewals, or credit control in a B2B environment, we’d love to hear from you.

Key Responsibilities

• Manage and reduce client cancellations by identifying root causes and offering proactive solutions.
• Handle complaints with professionalism, empathy, and efficiency, ensuring fair and timely resolution.
• Engage directly with clients via phone and email to retain memberships and reinforce LegalVision’s value proposition.
• Collaborate with internal teams (Legal, Sales, and Operations) to implement improvements based on client feedback.
• Track and report retention metrics, identifying trends and opportunities for process enhancements.
• Champion the client voice within LegalVision, driving continuous improvement across the business.

The Ideal Candidate

• Proven experience in retention, complaints handling, or client success, ideally in a subscription or service-based environment.
• Exceptional communication and negotiation skills.
• A solutions-focused mindset and genuine empathy for clients.
• Strong data literacy and an ability to spot trends in client feedback.
• Experience working cross-functionally with commercial and operational teams.
• Able to pick up new processes and technology quickly, and work with minimal supervision. 

The Perks

• Fast-paced startup environment with accelerated growth opportunities for high performers.
• 25 days holiday (excluding bank holidays) plus contractual sick pay, paid volunteering, birthday and parental leave.
• Private Health Insurance (post probation).
• Annual budget to spend on external learning and development.
• Regular team socials, drinks and meals.
• Vibrant office environment in Ancoats.

Apply Today!

If this role sounds like it could be a great next step 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!