Manager of Client Success, LEAP Legal Software
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Productivity software for legal practices
Be an early applicant
Productivity software for legal practices
101-200 employees
Be an early applicant
Offers Company Shares Opportunity
More information about location
101-200 employees
Company mission
We help law firms be more productive. We envisage a world where people wake up each day inspired to make a positive impact on other people’s lives through their job - no matter what that job is.
Role
Who you are
- Demonstrable experience managing a team of Client Success managers
- Exceptional organizational skills and self-discipline
- Demonstrable experience in a law firm environment
- Positive and professional attitude
- Ability to leverage cross functional business and technical resources to provide timely issue resolution
- An aptitude for quick learning
- An in-depth knowledge of the latest versions of Word, Excel and Outlook
- Superb communication skills, both written and verbal
- A passion for technology
- Ability to leverage data to inform and support critical decisions
- Familiarity with dealing with client conflict and frustrations in a positive manner
- A clean driver’s license for onsite visits
- Preferred (but not required):
- An extensive understanding of Legal Accounting rules and bookkeeping
- Knowledge of QuickBooks and/or Xero
- A thorough understanding of varying law firms' culture and expectations
What the job involves
- This individual will be responsible for day-to-day team management, strategy implementation, and ensuring performance targets are consistently met
- The Manager of Client Success will play a pivotal role in fostering client satisfaction and loyalty, driving team performance, and contributing to organizational success
- Team Management and Leadership
- Provide hands-on leadership to the Client Success team, including Senior Client Success Managers and Client Success Managers
- Set clear goals and expectations for team members and regularly review performance
- Foster a positive, collaborative, and high-performing team culture
- Conduct regular 1:1s, team meetings, and professional development opportunities
- Strategy Implementation
- Translate company objectives into actionable plans for the Client Success team
- Lead the rollout of initiatives to enhance client retention, satisfaction, and success
- Monitor and adjust strategies based on performance data, client feedback, and market trends
- Performance Management
- Ensure team members meet or exceed KPIs, including customer satisfaction, retention rates, and upsell/cross-sell targets
- Analyze and report on team performance metrics to the Director of Client Success
- Identify areas for improvement and implement targeted coaching or training programs
- Client Advocacy and Issue Resolution
- Serve as an escalation point for complex client concerns, ensuring timely and satisfactory resolution
- Represent the voice of the client internally, providing actionable insights to improve products, services, and processes
- Maintain strong relationships with high-value clients as needed
- Operational Excellence
- Standardize processes to ensure consistent service delivery across all client segments
- Stay informed about industry best practices and incorporate them into team operations
- Cross-Functional Collaboration
- Partner with Sales, Marketing, Product, and Support teams to align efforts and deliver a seamless client experience
- Share insights on client needs and opportunities with Director of Client Success to influence company strategy and product development
- Collaborate with Director of Client Success on the development of new Client Success programs, resources, and tools
Our take
Managing a legal practice takes an immense amount of time and skill, and this can draw practices away from their clients. Leap solves this problem by offering a suite of practice management, accounting and collaboration tools.
Leap has gained a great deal of traction since its launched, largely because it offers practices a comprehensive, all-in-one solution that is proven to improve productivity. Leap now has offices in six countries and is trusted by over 61,000 lawyers around the world. This is testament to the platform's considerable value.
Leap has secured a strong lead in the legal software market, but it will need to continuously build its product in order to remain as competitive as possible.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Company benefits
- 8% Employer Pension Contribution
- Private Health Insurance, including Optical and Dental
- Professional Development Fund - £500 yearly allowance to grow and upscale your career
- £50 a month Gym Contribution - your choice of facility or activity
- Employee Assistance Program
- Monthly Office Socials
- Enhanced Parental Leave
- Yearly Service Rewards
- 25 days holiday (plus 8 bank holidays)
- Cycle to work scheme
- Perkbox Membership
- Life Insurance Cover
- Volunteer Day - We offer 1 day per year for a charity of your choice
Company HQ
Twickenham, UK
Leadership
Gareth Walker
(CEO)Previously Client DeliveryManager at LEAP, was a Helpdesk and IT Manager at Peapod Legal Office and was the Deputy Manager at Ladbrokes.
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