Head of Client Success

Head of Client Success 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 proactive, affordable and commercial legal support, 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 continue delivering exceptional experiences to our members. The Opportunity As the Head of Client Success for our UK business, you will shape the client experience at LegalVision. You will lead and develop a small but powerful Client Success team, set the standard for excellence in retention, engagement and member satisfaction, 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 will be a confident, strategic leader who turns challenges into opportunities and drives initiatives that encourage service usage, prompt meaningful client engagement and elevate satisfaction and NPS across our member base. This is a full‑time position based in our Ancoats office; you will work onsite five days a week initially, with flexibility available over time. 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 (AU Client Success, 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 programmes (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 #J-18808-Ljbffr