Client Exec Manager - Retention

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 positi ... (truncated, view full listing at source)