Head of Client Success - UK

LegalVision; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading legal services firm in Manchester seeks a Head of Client Success to lead their Client Success team. The ideal candidate will have extensive B2B experience, particularly in client retention and success. This role requires strategic leadership, proactive client management, and a strong focus on enhancing member satisfaction. You will be instrumental in reducing client churn, managing escalations, and collaborating with different internal teams. This full-time position offers unique growth opportunities and a vibrant office environment.

Benefits

25 days holiday plus contractual sick pay

Private Medical Insurance

Annual budget for learning and development

Regular team socials

Qualifications

• Proven experience in a leadership role within a Client Success or Retention function.
• Ability to manage and develop high-performing teams.
• Track record of driving retention and improving client engagement.

Responsibilities

• Lead and coach the Client Success team to enhance member experiences.
• Monitor client satisfaction and manage complaints effectively.
• Proactively engage with clients to promote service usage and retention.

Skills

Leadership

Client Success Management

Retention Strategies

Communication

CRM Tools Proficiency

Tools

CRM software

Job description

LegalVision is a market disruptor in the legal industry, transforming how businesses access legal services. With a mission to power the success of every business by delivering legal support that is proactive, affordable and commercial, we’ve helped tens of thousands of clients across the UK, Australia and New Zealand protect their businesses through our innovative membership model.

We’re expanding our UK team and are looking for a dynamic Head of Client Success to help us continue delivering exceptional experiences to our members.

The Opportunity

As the Head of Client Success for our UK business, you’ll play a pivotal role in shaping the client experience at LegalVision. You’ll lead and develop a small but mighty Client Success team, setting the standard for excellence in retention, engagement, and member satisfaction. You’ll oversee complex cancellation requests, guide the team in resolving complaints, and design strategies that ensure our members stay, succeed, and maximise the value of their membership.

You’re a confident, strategic leader who turns challenges into opportunities. You’re calm under pressure, direct yet empathetic, and skilled at influencing outcomes, whether coaching your team or navigating nuanced client conversations. You take a proactive approach to client success, driving initiatives that encourage service usage, prompt meaningful client engagement, and elevate satisfaction and NPS across the member base.

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 leadership experience in client success, retention, membership renewals, or a B2B service environment, and you’re excited by the opportunity to build and elevate a best-in-class client success and retention function, we’d love to hear from you.

Key Responsibilities

• Lead, coach, and support a small Client Success team to deliver exceptional member experiences and retention outcomes.
• Manage and reduce client cancellations by identifying root causes and offering proactive solutions.
• Proactively contact clients and users to encourage service usage, promote engagement, and minimise churn.
• Monitor client satisfaction (including NPS) and initiate early interventions to address risks.
• 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 closely with internal teams, including our AU Client Success team, Legal, Sales, and Operations, to share insights, improve processes, and deliver a seamless member experience.
• Track and report retention metrics, identifying trends, opportunities, and areas for continuous improvement.
• Champion the client voice within LegalVision, driving enhancements across the business.

The Ideal Candidate

• Proven experience leading a Client Success, Account Management, or Retention function in a B2B environment.
• Demonstrated ability to manage, coach, and develop a high-performing team.
• Track record of reducing churn, driving retention initiatives, and improving client engagement outcomes.
• Experience designing and executing proactive outreach programs (e.g., service usage prompts, engagement campaigns, satisfaction and NPS check-ins).
• Strong capability in handling complex client conversations, including escalations, complaints, and high-stakes retention scenarios.
• Experience collaborating cross-functionally with various internal departments.
• Experience working in a membership, subscription, or recurring-revenue model (preferred).
• Strong communication, negotiation, and influencing skills.
• Familiarity with CRM tools and client success platforms.

The Perks

• Fast-paced environment with unique growth opportunities for high performers.
• 25 days holiday (excluding bank holidays) plus contractual sick pay, paid volunteering, birthday and parental leave.
• Private Medical 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: LegalVision does not accept unsolicited CVs or responsibility for any fees related to unsolicited CVs. Thanks!