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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.
This Client Success Manager role is based in Auckland with hybrid flexibility and some travel required within New Zealand. The position is ideal for someone transitioning from a law firm background who understands the pain points and needs of legal practitioners.
You will be responsible for managing client relationships, ensuring successful product adoption and retention of LEAP's core and integrated products. Key responsibilities include:
- Demonstrating new features and products to clients, maximizing their productivity and ROI
- Building trusted relationships by understanding client challenges and facilitating effective solutions
- Monitoring client health metrics, NPS results, and feedback to identify at-risk accounts and develop retention strategies
- Working with principals and practice managers to suggest productivity improvements using LEAP features
- Collaborating with implementation, renewals, and product teams to identify expansion and upsell opportunities
- Representing the client voice to product development, marketing, and sales teams
- Maintaining accurate activity logs in Salesforce CRM
- Attending and presenting at conferences, roadshows, webinars, and networking events
- Achieving individual and team targets aligned with company goals
The ideal candidate brings 2+ years of law firm experience in any capacity (lawyer, practice manager, office manager, legal executive, or legal secretary). You should have a proven track record of meeting or exceeding targets, strong presentation skills, excellent interpersonal abilities, and a proactive, client-focused mindset. The role offers full training, a supportive team environment, and long-term career growth within an award-winning global SaaS business.
