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Client Success Manager

3 weeks ago

Surry Hills, Australia LegalVision Full time

LegalVision is a market disruptor in the commercial legal services industry. Our innovative business model and custom-built technology allow our lawyers to provide a faster, better quality and more cost-effective client experience. LegalVision is a leader in delivering legal services in Australia and has assisted more than 150,000 businesses across Australia, New Zealand and the United Kingdom. We were named a LinkedIn Top Startup, one of Lawyers Weekly’s Top 25 Attraction Firms, and Law Firm of the Year at the Australasian Law Awards.

**The Opportunity**:
As a Client Success Manager 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 Client Success Managers 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.
- 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**:

- Fast-paced environment with exciting growth opportunities for high performers.
- Talented and energetic teammates across Australia, New Zealand and the UK.
- Ability to earn an additional 5 days of annual leave per year, plus paid birthday leave, volunteering leave, and parental leave.
- Annual budget to spend on external learning and development.
- Regular team socials, drinks and team lunches.
- Vibrant office environment in Surry Hills which is super close to Central Station, and flexible work-from-home options.

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