Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.
We are seeking a
Retention & Subscription Specialist
in Dublin to be a high-impact driver of customer loyalty and operational excellence.
This hybrid role is for a strategic problem-solver who thrives at the intersection of customer advocacy and technical precision.
What Your Team Does
The Retention & Subscription Team is the guardian of our customer relationships.
We manage the most critical moments in the customer lifecycle – from navigating complex billing hurdles to transforming cancellation requests into opportunities for growth.
What You'll Work On
Customer Retention & Advocacy:
Manage at-risk accounts and act as the lead for external cancellation requests.
Proactively consult with customers to understand their pain points and deploy creative solutions to retain their business.
Voice of the Customer:
Track, analyze, and communicate churn trends and customer feedback to stakeholders to influence the product roadmap and service improvements.
Cross-Functional Resolution:
Coordinate with Finance, Billing, Product, and Sales to address high-level concerns and ensure timely delivery of promised solutions.
Subscription & Billing Administration:
Resolve complex billing discrepancies and subscription errors, serving as the internal point of contact for daily troubleshooting and change requests.
Lifecycle Management:
Review, execute, and process subscription changes (upgrades, downgrades, or modifications) in collaboration with organizational stakeholders.
Process Optimization:
Partner with Support Leadership to identify efficiency gaps in the subscription structure and recommend data-driven solutions to business problems.
Operations & Enablement:
Own and execute critical tasks within our tech stack, including Salesforce, Zendesk, Stripe, and Gong.
Knowledge Management:
Maintain and improve our internal and external knowledge base; drive adoption of resources through documentation and training for the wider team.
Strategic Reporting:
Collaborate with leadership to measure the success of retention efforts and provide regular updates on subscription health.
What You May Have
2+ years of customer-facing experience in support, sales, retention, or "Save" roles.
Experience providing high-tier customer service, multi-tasking, problem-solving, and providing concise summaries of complex issue resolutions.
A genuine curiosity about the intersection of law, tech, and AI, and an interest in leveraging technology to solve human problems.
Strong analytical and critical data-analysis skills; the ability to read stories behind numbers.
Impeccable verbal and written communication skills, with the ability to convey complicated technical or billing concepts to non-technical audiences.
Ability to learn quickly and adapt to a rapidly evolving tech stack and changing internal tools.
Highly organized with an obsession for detail and a commitment to maintaining the integrity of systems and processes.
Confident, empathetic, and sensitive to the needs of both internal stakeholders and external customers.
Ability to work independently to hit targets while thriving as a collaborative member of a high-performing team.
A sense of optimism, enthusiasm, and a genuine desire to win while enjoying a fast-paced environment.
Serious Bonus Points If You Have
Bachelor's degree (or an expected completion date no later than January **** if in your final semester).
Experience in the legal industry and/or knowledge of the justice system.
Experience with our current tech stack: Salesforce, Slack, Gong.
What You Will Find Here
Compensation is one of the main components of Clio's Total Rewards Program.
Some highlights include:
Competitive, equitable salary with a range of €49,600 to €58,300 to €67,000 EUR (with separate bands for other regions).
Top-tier health benefits and dental coverage.
Hybrid work environment; local Dublin team expected in office at least twice per week.
Flexible time off policy.
Pension contribution.
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.
We are committed to diversity, equity, and inclusion.
We encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process, and any required accommodations will be requested and met.
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