Retention Representative (Client Experience & Upsell)

Location: Oklahoma City, OK

Reports To: VP of Retention

Compensation: $55,000 - $70,000 base + Commission + Bonus Structure

About the Role

We are looking for a highly organized, emotionally intelligent, and legally fluent Retention Representative to join our team. This role is part client concierge, part case shepherd, and part upsell strategist. Your job? Ensure our clients stay engaged, informed, and active — while spotting opportunities to strengthen the relationship.

This position is ideal for someone who embodies our core values: - Purpose — You believe in the mission of helping clients get the justice they deserve. - Resilience — You stay calm and clear-headed under pressure. - Accountability — You take ownership of your clients and their outcomes. - Integrity — You are truthful, honest and fair in every situation. - ****Success Driven — You look for every opportunity to add value and grow revenue. - Excellence — You take pride in polished communication, detailed documentation, and efficient processes.

Responsibilities:

**Client Retention & Communication **- Serve as the day-to-day point of contact for active clients - Handle all client follow-ups, concerns, and engagement touchpoints - Identify when clients are at risk of disengagement and intervene accordingly - Communicate legal progress, next steps, and case movement in plain language

Process Execution & Documentation - Maintain detailed records of all interactions in CRM - Ensure SLAs and internal timelines are being met - Follow up on any incomplete documents, signatures, or deliverables - Coordinate between legal, intake, and other internal teams

Upsell & Relationship Expansion - Identify and pitch additional services where appropriate - Re-engage former clients or revive paused opportunities - Support cross-sell campaigns in collaboration with the marketing team

Qualifications:

• 2+ years in legal support, personal injury, or client service roles

• Prior paralegal or case management experience strongly preferred

• Excellent verbal and written communication skills

• High attention to detail and process compliance

• Comfortable with CRM tools (Salesforce, HubSpot, etc.)

• Self-starter who thrives in a structured environment

Compensation:

• Base Salary : $55,000 - $70,000 (depending on experience)

• Commission: Per upsell or retention milestone hit

• Bonuses: Performance-based

• Full benefits package including health, dental, vision, & PTO

Why Join Us

• Be part of a purpose-driven company transforming the legal experience for thousands of clients

• Take control of your earnings with performance-based compensation

• Join a team that lives our values: Purpose, Resilience, Accountability, Success Driven, and Excellence

• Work in a high-integrity, fast-paced, and deeply supportive environment

**Please complete the following survey to be considered for the role. **