Customer Success Manager, LEAP Legal Software

• 3-5 years’ experience in a Customer Success, Account Management, or similar client-facing role
• Experience managing customer renewals and maintaining service quality
• Willingness to travel nationwide approximately 2 to 3 days per week
• Excellent organisational and time management skills
• Strong written and verbal communication skills
• Self-motivated, disciplined, and able to work independently
• Passion for technology and helping customers succeed with software
• Ability to clearly explain solutions and workarounds in a simple, concise way
• Full UK driving licence and access to a car (car allowance provided)
• Professional, articulate, and well presented
• Strong working knowledge of Microsoft Word, Excel, and Outlook
• If you meet some, but not all, of the requirements above, we encourage you to still submit your application

Desirable

• Join our Family Law Team as a Customer Success specialist, to help family clients successfully adopt and engage with LEAP software
• As a Customer Success Manager, you will act as a trusted product specialist, guiding clients through onboarding and ensuring they gain maximum value from the platform from day one
• You will work closely with legal professionals (predominantly family law specialist, but also other areas of law) to deliver onboarding, implementation support, and tailored training
• From initial project meetings to post-implementation follow-ups, you will provide hands-on support both onsite and face-to-face, ensuring clients feel confident integrating LEAP into their daily operations
• This is a great opportunity to make a meaningful impact by supporting clients from implementation through to business-as-usual
• Being part of the family law team enables you to have specialised focus and really understand the needs of the LEAP family users to best support them, and help drive change within the family practice area within LEAP
• Build strong relationships with customers to drive satisfaction, loyalty, and long-term retention
• Act as a trusted advisor and subject matter expert for LEAP software
• Support customers nationwide to maximise value from their LEAP case management software
• Promote adoption of the full LEAP product suite, including new features and functionality
• Monitor customer health metrics, NPS feedback, and usage data to identify engagement opportunities
• Proactively address customer concerns and resolve issues in collaboration with internal teams
• Deliver onsite and remote training sessions to support product adoption and best practice use
• Engage with customers throughout their lifecycle to ensure continued success with LEAP
• Identify opportunities to develop reference customers and support new business initiatives
• Represent LEAP at industry events and deliver customer webinars showcasing product updates and best practices

• Closing Date: Friday, 1st May