Sydney-Based | Hybrid Working
Australia's Largest Online Legal & Accounting Platform
Backed by Westpac Bank | AFR Best Places to Work Finalist ****
Join a Values-Led Team Making Legal and Accounting Simpler for SMBs
At Lawpath, we believe access to legal and accounting services should be easy, 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 ****.
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 **** 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. You need to have full legal working rights to work in Australia to be considered for this position.
#J-*****-Ljbffr

📌 Retention Manager (Sydney)
🏢 Lawpath
📍 Sydney