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LEAP is a global leader in legal practice productivity solutions, serving over 100,000 lawyers and legal professionals across small and medium-sized law firms worldwide. As a Customer Success Manager, you will be the trusted advisor guiding new clients through successful adoption of LEAP's case management software.
You will own the customer lifecycle from initial onboarding through implementation and ongoing support. Key responsibilities include building strong client relationships, delivering hands-on onsite and remote training, monitoring customer health metrics and NPS feedback, and proactively identifying expansion opportunities within the LEAP product suite. You'll work nationwide (2-3 days per week travel expected), supporting legal professionals to maximize value from the platform and ensuring smooth integration into their daily operations.
You'll collaborate closely with internal teams to resolve customer concerns, represent LEAP at industry events, and develop reference customers to support new business initiatives. This role requires excellent communication skills, strong organizational abilities, and a genuine passion for helping customers succeed with software.
The ideal candidate brings 3-5 years of customer success, account management, or similar client-facing experience, with proven ability to manage renewals and maintain service quality. A legal or accounting background is desirable but not required. You must hold a full UK driving licence and have access to a car (allowance provided). Strong proficiency with Microsoft Office (Word, Excel, Outlook) is essential.
