Retention & Subscription Specialist, Clio

• 2+ Years of Customer-Facing Excellence: Proven track record in a Support, Sales, Retention, or "Save" environment
• Complexity Management: Experience providing high-tier customer service, including the ability to multi-task, problem-solve, and provide concise summaries of complex issue resolutions
• A genuine curiosity about the intersection of Law, Tech, and AI, with a specific interest in leveraging technology to solve human problems
• Strong analytical and critical data-analysis skills; you don’t just see numbers, you see the story they tell about customer behavior
• Impeccable verbal and written communication skills, with a unique 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; you are committed to maintaining the integrity of our systems and processes
• Confident, empathetic, and sensitive to the needs of both internal stakeholders (Finance, Sales) 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 having fun in a fast-paced environment

Desirable

• 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
• You will empower our customers to find continued success with our platform while ensuring our subscription engine runs flawlessly. You are the ultimate advocate for the customer's long-term journey and a master of the technical details that make it possible
• 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. By blending human-centric negotiation with deep technical expertise in our subscription stack, we ensure our customers can stay focused on their work while we provide a seamless, world-class experience behind the scenes
• Manage At-Risk Accounts: 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, analyse, 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
• Technical Troubleshooting: 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 organisational stakeholders
• Process Optimization: Partner with Support Leadership to identify efficiency gaps in the subscription structure and recommend data-driven solutions to business problems
• Tech Stack Mastery: 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