Retention Manager

📍 Sydney-Based | Hybrid Working

🏆 Australia’s Largest Online Legal & Accounting Platform

✨ Backed by Westpac Bank | AFR Best Places to Work Finalist 2025

Join a Values-Led Team Making Legal and Accounting Simpler for SMBs

At Lawpath, we believe access to legal and accounting services should be simple, affordable, and empowering.

We are Australia’s leading online legal, accounting and compliance platform. Our mission is to make starting and running a business easy. More than 500,000 businesses have already trusted Lawpath with their legal, tax and compliance needs, and we are on track to help one million by 2030.

We can’t achieve this without great people. That is where you come in.

We are looking for team members who want to level the playing field for small business owners. You’ll join a team that combines innovation and empathy to solve real problems every day, from tax and compliance to legal challenges and business growth. And with Lawpath recently named the 2025 Smart50 Innovator Award Winner, you’ll be part of a team recognised for pushing boundaries and transforming how small businesses access support.

What we're about

• 🏆 Own It - We're a team that takes ownership and chases outcomes, not excuses. You'll have real accountability and real impact.
• 📈 Raise the Bar, Together - We set high standards and hold each other to them. You'll be surrounded by people who push you to be better.
• 💜 Care Like It's Yours - We think like it's our business on the line, because for our customers, it is. You'll do work that actually matters.
• ➡️ Push Forward - We don't wait until it's perfect. You'll take steps, learn fast, and keep moving in an environment that backs bold thinking.

About the role

We're looking for a Retention Manager to play a key role in executing customer retention across Lawpath's subscription business. You'll be hands-on in managing premium plan renewals, running cancellation workflows, supporting client onboarding and consultation programs, and helping oversee our credit control function. This is a high-impact role focused on protecting and growing our revenue base while ensuring customers get maximum value from their Lawpath subscription.

You'll work closely with Sales, Product, Customer Experience, and Finance teams to identify retention risks early and contribute to scalable processes that improve the customer experience. This role reports directly to the Sales Director and sits within the broader revenue organisation.

What you'll be responsible for:

• Contribute to hitting Lawpath's overall churn target across all subscriptions
• Execute retention activities across the customer lifecycle, including renewal outreach, at-risk intervention, and early warning processes
• Manage the renewal pipeline and work towards hitting retention targets across customer segments
• Run the cancellation management process, capturing root cause feedback, identifying churn patterns, and flagging systemic issues to the broader team
• Support the credit control function, including dunning processes and payment recovery in a way that protects revenue while maintaining positive customer relationships
• Support client onboarding and consultation programs to drive early product adoption and reduce early-stage churn
• Coach and support a small team of renewal specialists and onboarding coordinators on consultative selling, objection handling, and customer success methodologies
• Track retention metrics and contribute to regular reporting on churn trends, renewal rates, and customer health
• Identify opportunities to improve day-to-day processes through smarter use of tools and automation

About You:

You'll bring:

• 3-5 years in customer success, retention, account management, or renewals, ideally with some team leadership or mentoring experience
• Experience executing retention activities in a SaaS or subscription business with a track record of hitting targets
• Comfortable working with data, building basic dashboards, and using insights to inform day-to-day decisions
• Experience with Salesforce or similar CRM and customer success platforms
• Experience supporting or managing credit control processes with empathy while protecting cash flow
• Commercial awareness with the ability to balance revenue protection and customer satisfaction

You're someone who:

• Knows how to identify at-risk customers before they churn and act on it fast
• Can follow and improve playbooks and processes to deliver consistent outcomes
• Is a natural coach who supports team members through clear expectations and regular feedback
• Is customer-obsessed but commercially minded - you understand unit economics and know when to invest in retention
• Knows when to fight for a renewal, when to let a customer go, and how to structure win-back offers that make business sense
• Works well cross-functionally across Sales, Product, Marketing, and Finance

Beyond the Base Salary

💰 Equity in Lawpath through our Employee Share Option Plan
💻 Hybrid and flexible working options
🌴 An extra day of Birthday Leave
🚀 Opportunities for career growth
👪 A generous parental leave policy
📚 A learning stipend for ongoing development
🧘 Wellbeing perks including gym discounts, run club and wellness initiatives
💬 A transparent and fun culture with regular celebrations and team events

This is a great opportunity to join a fast growing and sociable company in an exciting new industry. Please apply with your CV. You need to have full legal working rights to work in Australia to be considered for this position.