Retention & Subscription Specialist; English & Spanish

Position: Retention & Subscription Specialist (English & Spanish)
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 transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

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.

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. 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.

What you'll work on:

Customer Retention & Advocacy

* 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.

Subscription & Billing Administration

* 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.

Operations & Enablement

* 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.

What you may have:

* 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.

Serious bonus points if you have:

* Bachelor's degree (or an expected completion date no later than January 2026 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. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

* Competitive, equitable salary with top-tier health benefits and dental coverage

* Hybrid work environment, with expectation for local Clions (Vancouver, Calgary,…