Client Success Manager

LegalVision; Manchester; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

25 days holiday plus sick pay, volunteering, birthday and parental leave

Private Health Insurance (post probation)

Annual budget for learning and development

Regular team socials

Vibrant office environment with WFH options

Job summary

A leading commercial law firm is seeking a Client Success Manager to join their Growth team in Manchester. This role aims to ensure members receive essential legal support while driving retention and long-term engagement. The ideal candidate should have at least six months of customer service experience and a passion for helping clients. The position offers a fast-paced startup environment with growth opportunities, 25 days holiday, and private health insurance after probation.

Qualifications

• At least six months of experience in customer service or account management.
• Passion for helping clients with strong client service focus.
• Excellent communication and interpersonal skills.

Responsibilities

• Build relationships with new members and guide them through onboarding.
• Manage membership hold and cancellation requests proactively.
• Suggest initiatives to reduce churn and enhance member retention.
• Identify opportunities for members to upgrade their membership.
• Act as the primary point of contact for member inquiries.
• Analyze member usage patterns to detect churn risks.

Skills

Customer service experience

Account management

Problem-solving

Business acumen

Tech-savvy

Job description

LegalVision is a commercial law firm built for high-performing teams who 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 operations across the United Kingdom, Australia and New Zealand, LegalVision offers clear progression, exposure to complex 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

We're seeking a talented Client Success Manager to join our Growth team based in Manchester on a full time basis.

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.

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 UK businesses.

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

The Ideal Candidate

• Experienced in customer service/ account management: You have at least six months of experience working in a customer service or account management role, and are excited to pursue a career in this area. Previous experience in a Client Success role will be looked upon favourably, but is not a requirement for this position.
• Passionate about helping clients: You have excellent client service focus, as well as the ability to troubleshoot and have difficult conversations when required. 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 well 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 startup environment with accelerated growth opportunities for high performers
• Talented and energetic teammates across the UK, Australia and New Zealand
• 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 + WFH options over time