This is a high-impact leadership role at the heart of our European retention and growth strategy for law firm customers.

As Manager of the Client Executive team, you will be responsible for leading, coaching, and developing a team of 10 Client Executives who collectively manage thousands of law firm accounts across Europe, with approximately 90% of revenue concentrated in the UK market.

Your team's primary mission is to protect and grow an existing customer base by driving deep product engagement, executing proactive contact management strategies, and ensuring customers realize maximum value from our portfolio — including Practical Law, Westlaw, HighQ, and CoCounsel. You will also play a pivotal role in fostering a close, incentivized working relationship with the New Business Manager and their team to ensure that growth opportunities within the existing account base are identified and acted upon collaboratively.

This is a role for a commercially minded, customer-centric leader who thrives in a fast-moving legal technology environment and can translate product knowledge into customer outcomes.

About the role

As a Client Exec Manager - Retention you will be responsible for:

Leading, coaching, and developing a team of 10 Client Executives, setting clear performance expectations and driving a high-performance culture focused on retention and revenue growth.

· Conduct regular one-to-ones, pipeline reviews, and skills development sessions to ensure team members are performing to their full potential.

· Set and monitor individual and team KPIs including renewal rates, net revenue retention, product adoption metrics, and expansion revenue.

· Recruit, onboard, and develop talent within the team, building capability in consultative selling, product knowledge, and customer engagement.

Contact Management & Account Strategy

· Define and implement a structured contact management strategy across the team's account base, ensuring appropriate coverage, frequency, and quality of customer

engagement at all levels — from day-to-day users to senior stakeholders and decision-makers.

· Ensure each Client Executive maintains a robust, tiered account plan that prioritizes accounts by risk, opportunity, and strategic importance.

· Drive a data-led approach to account management, using customer usage data, product adoption signals, and engagement metrics to inform outreach priorities and intervention strategies.

· Oversee the team's use of CRM tools to maintain accurate pipeline, activity, and account health records, ensuring visibility and forecasting accuracy.

Customer Usage & Product Adoption

· Champion a usage-first philosophy across the team, ensuring Client Executives are actively monitoring and responding to customer usage trends to mitigate churn risk and identify growth signals.

· Drive adoption and engagement across the full product portfolio — including HighQ, CoCounsel, Practical Law, and Westlaw — building trusted customer relationships and delivering measurable outcomes.

· Ensure the team is equipped to have informed, value-led conversations with customers about how product usage translates to efficiency, risk reduction, and competitive advantage in their legal practice.

Product Knowledge & Market Intelligence

· Maintain a deep and current understanding of the full product portfolio and its roadmap, with particular emphasis on the features and developments most relevant to law firm customers of different sizes, practice areas, and sophistication levels.

· Articulate the integrated value of CoCounsel Legal, which brings together legal research, workflow automation, intelligent document search, and AI-powered legal assistance within one unified solution, alongside the complementary strengths of Westlaw, Practical Law, and HighQ.

· Stay current on the evolving legal technology landscape and competitive environment, including the growing importance of AI-powered tools in law firm workflows, to ensure the team can position our solutions with authority and credibility.

Collaboration with New Business & Cross-functional Teams

· Cultivate a close, structured working relationship with the New Business Manager and their team, creating a culture of shared intelligence and coordinated account strategy to identify and convert expansion opportunities within the existing customer base.

· Ensure Client Executives are actively incentivized and accountable for generating and passing qualified growth leads to the new business team, and vice versa, with clear processes for warm handoffs and joint account planning.

· Work collaboratively with Product, Marketing, and Customer Success teams to ensure customer feedback informs product development priorities and that marketing campaigns are aligned with retention and growth goals.

· Partner with internal stakeholders to develop targeted campaigns and propositions for specific customer segments, practice areas, or product groups.

Revenue & Commercial Accountability

· Own the team's retention and growth revenue targets, with full accountability for forecast accuracy and delivery.

· Proactively manage at-risk accounts, developing and executing remediation plans to prevent churn.

· Identify and support upsell and cross-sell opportunities across the product suite, working with the new business team to convert these into incremental revenue.

· Provide regular reporting to senior leadership on team performance, account health, market trends, and competitive activity.

About You

To be considered for the role Client Exec Manager - Retention , you will have:

·Proven experience managing a customer-facing sales or account management team, ideally within a legal technology, information services, or B2B SaaS environment.

· Customer success or account management experience with an understanding of the legal tech or SaaS industry and proven acumen around planning and managing a large book of business.

· Demonstrated track record of meeting or exceeding retention and growth targets across a large, complex account portfolio.

· Experience working with or selling solutions to law firms is highly desirable; familiarity with law firm operations, buying behaviors, and decision-making structures is a strong advantage.

Skills & Competencies

· Understanding of the legal industry and the specific challenges faced by legal professionals, with the ability to effectively communicate the value of products and services and help customers understand how these technologies can improve their operations.

· Strong commercial acumen with the ability to read account health data, identify risk and opportunity, and translate insight into action.

· Strong analytical skills with the ability to present data-driven insights effectively, combined with excellent project coordination and communication skills and a consultative approach to solving client challenges.

· Confident and credible communicator, capable of engaging with a wide range of stakeholders from end users to C-suite and managing partners.

· Proven relationship builder — strong at engaging stakeholders and building long-term partnerships.

· Highly organized, with the ability to manage competing priorities across a large team and a high-volume account base.

· Proficiency in CRM tools (e.g. Salesforce) and a data-driven approach to account and pipeline management.

Attributes

· A collaborative leader who builds trust across teams and creates an environment where people are motivated to perform.

· Energized by the intersection of technology and the legal sector, with a genuine curiosity about product development and customer outcomes.

· Comfortable operating in a fast-evolving product environment where staying current on AI and legal tech developments is a professional necessity, not a nice-to-have.

· Results-driven, with a bias for action and accountability.

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What’s in it For You?

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