Retention & Subscription Specialist (Legal AI)

TL;DR

Retention & Subscription Specialist (Legal AI): Managing at-risk accounts and optimizing subscription billing processes with an accent on customer retention and technical precision. Focus on resolving complex billing discrepancies, analyzing churn trends, and collaborating across Finance and Product teams to reduce churn.

Location: Hybrid in Dublin, Ireland (minimum twice per week in office)

Salary: €49,600 – €67,000

Company

hirify.global is a global leader in legal AI technology, empowering legal professionals with tools to work smarter and increase access to justice.

What you will do

• Lead external cancellation requests and deploy creative solutions to retain at-risk accounts.
• Track and analyze churn trends to provide actionable feedback for the product roadmap.
• Resolve complex billing discrepancies and process subscription changes (upgrades, downgrades).
• Coordinate with Finance, Billing, Product, and Sales to address high-level customer concerns.
• Own and execute critical tasks within the tech stack, including Salesforce, Zendesk, Stripe, and Gong.
• Maintain internal and external knowledge bases to improve team efficiency and documentation.

Requirements

• 2+ years of experience in Support, Sales, or Retention environments.
• Must be based in Dublin or able to work in a hybrid setup (min. 2 days/week in office).
• Impeccable verbal and written communication skills in both English and Spanish.
• Strong analytical skills and ability to derive stories from customer behavior data.
• Proven ability to problem-solve and communicate technical billing concepts to non-technical users.

Nice to have

• Bachelor’s degree.
• Experience in the legal industry or knowledge of the justice system.
• Experience with Salesforce, Slack, or Gong.

Culture & Benefits

• Competitive salary with top-tier health and dental coverage.
• Hybrid work environment with flexibility.
• Flexible time off policy and pension contribution.
• hirify.globalversary recognition program for long-term employees.