Customer Success Manager (LegalTech)

The Role

Customer Success Manager - LegalTech

Location: Battersea (Hybrid) Permanent Full-Time

About LEAP

LEAP is the global leader in Legal Practice Productivity Solutions and part of ATI, one of the largest international LegalTech companies. For more than 30 years we have been developing innovative technology that helps lawyers run more efficient and profitable law firms.

Our mission is simple: to help lawyers who help people.

Our market-leading software is used by more than 100,000 lawyers and legal professionals in small and medium-sized law firms worldwide. With more than 1,000 employees across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, LEAP is a fast-growing global technology business where ambitious people thrive.

The Opportunity

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.

What you'll do

• 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

What you'll bring

• 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

Desirable

• Legal or accounting background or relevant qualifications
• Understanding of small law firm environments and client expectations
• Knowledge of Solicitors' Accounts Rules
• Experience delivering onsite or remote training
• Basic knowledge of Xero

LEAP is an inclusive, people first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all, of the requirements above, we encourage you to still submit your application.

What you'll get Career & Growth

• Generous professional development fund
• Support for training, learning, and career progression

Health & Wellbeing

• Private health insurance (including dental and optical)
• £80 monthly gym contribution
• Employee Assistance Programme
• Life insurance cover

Financial Benefits

• 8% employer pension contribution
• PerkBox membership with discounts and rewards
• Cycle to Work scheme
• Access to LEAP Home - a program unique to LEAP to support you in buying your primary residence

Time off

• 25 days annual leave + 8 bank holidays
• Enhanced parental leave
• One paid volunteer day each year for a charity of your choice
• Work anniversary rewards

Work environment

• Friendly, supportive, and driven culture
• Free healthy breakfast, light lunch, and snacks
• Monthly socials

Closing Date: Friday, 1st May