Director of Client Success, LEAP Legal Software

• The ideal candidate thrives in a fast-paced environment rapidly evolving product features, and who can execute tasks quickly and efficiently while working both independently and as part of a team
• 5+ years of experience in a similar client-facing role with a technology company
• Experienced seasoned manager with outstanding leadership, mentoring, and recruiting skills
• Ability to leverage data to inform and support critical decisions
• Familiarity with dealing with client conflict in a positive manner
• Exceptional organizational skills and self-discipline
• 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

Desirable

• The Director of Client Success is responsible for ensuring client satisfaction, retention, and long-term value across our client base, primarily law firms
• This is an Executive-level role that builds strong, trusted relationships with key stakeholders, understands client business goals, and ensures clients achieve meaningful outcomes from our legal software platform
• Leading a team of five Client Success Managers, the Director will establish best practices and processes for client engagement, adoption, risk management, renewals, and expansion
• They will define and execute the client success strategy, while fostering a culture of accountability, client advocacy, and continuous improvement
• Working cross-functionally with Sales, Implementations, Support, Product, and Renewals, this role serves as the voice of the client internally
• Manage, lead, and mentor the Client Success team
• Oversee processes for minimizing churn, managing client risk, and driving product value, ensuring retention revenue growth and satisfaction
• Develop and maintain deep expertise in LEAP, including legal content, AI capabilities, and integrated partner solutions
• Understand the LEAP product ethos, value proposition, and position in the marketplace, confidently communicating this to clients and external stakeholders
• Work with varying departments to implement, test, and measure initiatives and product updates aimed at improving adoption, client experience, and retention
• Educate and empower clients on LEAP’s innovative features through client webinars, newsletters, and best practice initiatives, driving early adoption, efficiency, and productivity
• Identify at-risk clients using health indicators, usage data, and engagement signals, and lead proactive intervention strategies to mitigate churn
• Serve as the senior escalation lead for high-risk client situations, guiding de-escalation, coordinating cross-functional efforts, and protecting client relationships and retention
• Provide structured feedback to LEAP teams on client needs, trends, and pain points, and lead cross-departmental collaboration to resolve issues
• Measure, analyze, and report on client product adoption KPIs, engagement metrics, and success outcomes
• Maintain regular client engagement processes throughout the lifecycle, ensuring clients are maximizing LEAP’s capabilities and implementing success strategies where adoption is low
• Recruit, onboard, and develop new members for the Client Success team