Head of Retention

📍 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 Head of Retention to own the strategy and execution of customer retention across Lawpath's subscription business. You'll lead our approach to premium plan renewals, manage cancellation workflows, oversee client onboarding and consultation programs, and drive our credit control function. This is a high-impact role responsible for 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, build scalable processes, and create feedback loops that improve the product and customer experience. This role reports directly to the Sales Director and sits within the broader revenue organisation.

What you’ll be responsible for:

• Own and drive the overall churn target for Lawpath across all subscriptions
• Own and execute Lawpath's retention strategy across the full customer lifecycle, including renewal playbooks, at-risk intervention strategies, and early warning frameworks
• Manage the renewal forecast and be accountable for hitting retention targets across customer segments
• Lead the cancellation management process, capturing root cause feedback, identifying churn patterns, and working cross-functionally to address systemic issues
• Oversee the credit control function, including dunning processes and payment recovery strategies that protect revenue while maintaining positive customer relationships
• Lead client onboarding and consultation programs to drive early product adoption, reduce early-stage churn, and ensure seamless handoffs with the Customer Experience team
• Build and coach a small team of renewal specialists and onboarding coordinators on consultative selling, objection handling, and customer success methodologies
• Establish retention metrics and reporting frameworks, delivering regular insights to leadership on churn trends, renewal rates, and customer health
• Identify opportunities to scale the function through technology, automation, and self-service as the team matures

About You:

You'll bring:

• 5-7 years in customer success, retention, account management, or renewals, with 2-3 years in a leadership role
• Proven experience building retention strategies in a SaaS or subscription business with a track record of hitting targets
• Strong data skills - comfortable building dashboards, analysing cohort behaviour, and translating insights into action
• Experience with Salesforce or similar CRM and customer success platforms
• Experience hiring, onboarding, and building career paths for retention or customer success professionals
• Experience managing credit control or collections processes with empathy while protecting cash flow
• Commercial acumen 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 design scalable processes, playbooks, and frameworks that allow teams to deliver consistent outcomes
• Is a natural coach who builds high-performing teams through clear expectations and regular feedback
• Is customer-obsessed but commercially minded - you understand unit economics and know when to invest in retention versus acquisition
• Knows when to fight for a renewal, when to let a customer go, and how to structure win-back offers that make business sense
• Thrives working 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.