Strategic Account Client Success Manager, LEAP Legal Software
$115-125k
OTE
Productivity software for legal practices
Be an early applicant
Productivity software for legal practices
501-1000 employees
Be an early applicant
$115-125k
OTE
501-1000 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
- 5+ years in client success, account management, or a similar client-facing role, ideally in B2B SaaS
- Experience with legal accounting — trust accounting, billing, and law firm financial workflows — and the ability to speak credibly with firm bookkeepers and finance staff
- A track record of managing strategic or enterprise accounts and hitting retention targets
- Confidence working with senior stakeholders — you can hold a commercial conversation with a managing partner and a workflow conversation with a legal assistant, on the same day
- Strong command of adoption and health metrics, and the judgement to know which numbers matter
- Clear, warm communication — in writing, in meetings, and when the news isn't easy
- Curiosity about the legal industry; experience in LegalTech or professional services is a plus, not a prerequisite
What the job involves
- We're looking for a Strategic Account Client Success Manager to be the trusted partner for our strategic law firm clients — owning the relationship, driving adoption, and protecting retention across a portfolio of strategic accounts
- You'll be the face of LEAP for our high-value clients, making sure they get genuine, measurable value from our software at every stage of their journey
- Strategic Relationship Management:
- Own the end-to-end relationship for a portfolio of strategic accounts, from onboarding through renewal and beyond
- Serve as a strategic advisor capable of discussing firm performance, operational workflows, financial processes, and business objectives
- Build trusted, multi-level relationships with firm partners, practice managers, and day-to-day users
- Run structured business reviews that connect what our software does to what each firm is trying to achieve
- Adoption & Change Management:
- Lead customer adoption initiatives and organizational change efforts across your portfolio
- Develop adoption strategies tailored to different user groups — from managing partners to legal assistants
- Coordinate with implementation, training, support, and product teams to serve busy legal teams efficiently
- Help firms successfully navigate process and technology changes with confidence
- Renewal & Growth:
- Partner with internal teams to support renewals and identify expansion opportunities grounded in real client value
- Maintain strong customer retention and satisfaction outcomes across your portfolio
- Surface opportunities for additional products, services, and strategic initiatives
- Advocate for customer needs internally — you're the client's voice inside LEAP
- Risk Management:
- Identify and proactively mitigate renewal risks before they become churn
- Address stakeholder concerns early, before they become escalations
- Develop executive-level recovery plans when accounts need to be turned around
- Maintain accurate account health assessments and forecasting, and act early when the data tells you something's off
- What success looks like:
- High customer retention and renewal rates
- Strong executive stakeholder engagement
- Increased product adoption and utilization
- Measurable customer business outcomes
- Growth within existing customer accounts
- Positive customer advocacy and reference ability
- Successful execution of strategic account plans
Application process
- Apply now and tell us about a client relationship you're proud of — we'd love to hear the story
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 launch, 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 a 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
Barangaroo, NSW
Leadership
Gareth Walker
(Chairman & CEO of UK and Canada)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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