Head of Client Success

7 months ago

Sydney, Australia LegalVision Full time

**About LegalVision**:
LegalVision is a market disruptor in the commercial legal services industry. Our mission is to power the success of every business by delivering legal support that is proactive, affordable and commercial, and the key way we do this is through our industry-first legal services membership. We have assisted over 200,000 businesses across the UK, Australia and New Zealand, and we’re just scratching the surface.

**The Opportunity**:
We are seeking a dynamic and execution focused individual to join our team as the Head of Client Success. In this leadership role, you will have dual responsibilities: your primary role will be to lead the Client Success cross-team function to maximise membership retention and deliver exceptional client experiences. You will also collaborate closely with the Head of Growth to drive strategic growth projects across the end to end sales and retention funnel.

You will be instrumental in maximising lifetime revenue from new and returning clients and optimising net retention revenue from our membership base. If you are passionate about client success, experienced in leading high-performing teams, and have a track record of driving strategic initiatives, this role could be for you

**Key Responsibilities**:

- Lead and coach a team of Client Success Managers, providing guidance and support to ensure their success in delivering outstanding client experiences and achieving membership retention targets.
- Execute, refine and iterate our client success strategy, aligning it with the overall business objectives and growth targets.
- Own the retention key performance indicators. Analyse and monitor member usage and cancellation patterns to identify potential issues and proactively drive member engagement.
- Collaborate closely with the Head of Growth to execute strategic growth projects aimed at improving conversion rates and maximising lifetime revenue through expansion and win-back.
- Act as the main point of contact for member escalations, complaints and cancellations, solving problems quickly and capturing lessons and training opportunities.
- Continuously gather and relay feedback on the membership product and client experience to improve the service.
- Stay up to date with industry trends, best practices, and emerging technologies to drive innovation and optimise client success strategies.
- Collaborate cross-functionally with sales, marketing, legal and product teams to ensure a seamless member journey.
- Stellar leadership skills with the ability to inspire and motivate a team - you lead by example and from the front. Your approach is focused on solutions and you thrive on turning challenges into opportunities.
- Demonstrated experience in driving strategic growth initiatives, ideally within a sales function, resulting in improved key metrics and revenue optimisation.
- Excellent analytical and problem-solving skills to identify areas for improvement and develop data-driven strategies.
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and team members, training others to do the same.
- Proactive and results-oriented mindset, with a strong focus on delivering measurable outcomes. You thrive on taking fast action and avoid a fancy slide presentation at all costs.

**The Perks**:

- Fast-paced startup environment that is client centric with exciting growth opportunities.
- Annual budget to spend on external learning opportunities.
- Earn up to 5 paid ‘LV Leave’ days per year, plus receive paid birthday leave, volunteering leave, and parental leave.
- Regular team socials, drinks and team lunches.
- Vibrant and dog friendly office environment in Surry Hills, super close to Central Station.
- 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_

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