Retention Specialist (Legal AI)

TL;DR

Retention Specialist (Customer Support): Managing account cancellations and reducing churn for a legal AI platform with an accent on customer value maximization and churn analysis. Focus on coordinating cross-functional resolutions with Finance, Product, and Sales teams to improve customer retention strategies.

Location: Hybrid; must be based in Burnaby, Calgary, or Toronto

Salary: $68,000 – $92,000 CAD

Company

hirify.global is a global leader in legal AI technology empowering legal professionals and law firms to work more efficiently and securely.

What you will do

• Handle external account cancellation requests and implement solutions to retain customers.
• Act as the primary point of contact for internal teams regarding churn and cancellation requests.
• Coordinate with Finance, Billing, Product, Sales, and Customer Success to resolve customer concerns.
• Analyze data and trends to recommend improvements for retention efforts to leadership.
• Track and communicate customer feedback to relevant internal stakeholders.
• Manage tasks using Salesforce, Gong, and other internal tools.

Requirements

• Must be based in Burnaby, Calgary, or Toronto to meet hybrid office requirements.
• 2+ years of experience in customer-facing support, sales, or retention roles.
• Strong analytical skills and impeccable verbal and written communication.
• Ability to convey complex technical concepts to non-technical audiences.
• Growth mindset and passion for problem-solving in the tech and AI space.

Nice to have

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

Culture & Benefits

• Competitive salary with top-tier health, dental, and vision insurance.
• Hybrid work environment with a minimum requirement of twice per week in office.
• Flexible time off policy with an encouraged 20 days off per year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contributions.
• hirify.globalversary recognition program for long-term employees.