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LEAP is a leading provider of legal practice productivity software used by over 100,000 lawyers and staff in small and medium-sized law firms globally. The company is part of ATI, one of the largest international LegalTech companies, with over 1,000 employees across Australia, Canada, the US, UK, Ireland, Poland, and New Zealand.
The Family Law team is a specialized division focused on the product and needs of firms practicing family law. The team comprises family lawyers, developers, content and product specialists, marketers, sales professionals, and client relationship managers.
As a Client Success Manager, you will be responsible for maximizing client satisfaction and loyalty to LEAP products. You will work hands-on with law firm clients—both on-site and online—to ensure they realize the full value of their investment in LEAP software. Your role bridges support, account management, product demonstrations, and client education.
Key responsibilities include:
- Demonstrating new LEAP features, products, and add-ons to maximize client productivity
- Building trusted relationships by understanding client challenges and providing effective solutions
- Working with firm principals and practice managers to suggest productivity improvements
- Monitoring client health metrics, NPS results, and feedback to identify at-risk accounts
- Collecting positive client testimonials for marketing use
- Representing the client voice to LEAP's development, marketing, and sales teams
- Collaborating with implementation, renewals, and product teams to identify expansion and upsell opportunities
- Logging all client activity in Salesforce (CRM) in a timely manner
- Attending and presenting at conferences, roadshows, webinars, and events
- Achieving individual and team targets aligned with company goals
The role offers flexible and hybrid working arrangements based in Sydney, with opportunities to travel within Australia to meet clients.
REQUIREMENTS:
- 2+ years of experience working in a law firm
- Proactive approach to client satisfaction
- Proven ability to negotiate and engage in a confidence-winning manner, achieving commercial outcomes and high client satisfaction
- Track record of meeting and/or exceeding targets and KPIs
- Experience navigating challenging situations and difficult clients
- Strong presentation skills with ability to effectively present LEAP features to groups and read the room
- Willingness and ability to travel within Australia to meet clients
- Prior experience using LEAP is highly regarded
- Strong interpersonal skills and ability to build trusting relationships
- Proactive mindset with ability to take prompt action and exceed requirements
- Passion for client satisfaction and loyalty
- High-impact communication skills
- Exceptional time management and organizational abilities
