SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
LEAP is a global leader in Legal Practice Productivity Solutions, part of ATI, one of the largest international LegalTech companies. With over 30 years of innovation, LEAP's market-leading software is used by more than 100,000 lawyers and legal professionals in small and medium-sized law firms worldwide. The company operates across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland, and New Zealand.
This Customer Success Consultant role is based in Nottingham on a hybrid basis and offers an opportunity to transition from traditional legal practice into the fast-growing legal technology sector. You will join the Customer Success team and act as a trusted product specialist, guiding new clients through onboarding and ensuring they gain maximum value from LEAP software from day one.
Key responsibilities include:
- Building strong relationships with customers to drive satisfaction, loyalty, and long-term retention
- Acting as a trusted advisor and subject matter expert for LEAP software
- Supporting customers nationwide to maximize value from LEAP case management software
- Promoting adoption of the full LEAP Estates product suite, including new features and functionality
- Monitoring customer health metrics, NPS feedback, and usage data to identify engagement opportunities
- Proactively addressing customer concerns and resolving issues in collaboration with internal teams
- Delivering onsite and remote training sessions to support product adoption and best practice use
- Engaging with customers throughout their lifecycle to ensure continued success
- Identifying opportunities to develop reference customers and support new business initiatives
- Representing LEAP at industry events and delivering customer webinars showcasing product updates and best practices
You will work closely with legal professionals to deliver onboarding, implementation support, and tailored training. From initial project meetings to post-implementation follow-ups, you will provide hands-on support both on-site and face-to-face, ensuring clients feel confident integrating LEAP into their daily operations.
Benefits include: 25 days annual leave plus 8 bank holidays, enhanced parental leave, private health insurance (dental and optical), £80 monthly gym contribution, 8% employer pension contribution, professional development fund, cycle to work scheme, and access to LEAP Home (a unique program supporting home purchase).
REQUIREMENTS:
- 3-5 years' experience in Customer Success, Account Management, or similar client-facing role
- Experience managing customer renewals and maintaining service quality
- Willingness to travel nationwide approximately 2-3 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.
