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 30+ years of innovation, LEAP's market-leading software is used by over 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 with over 1,000 employees.
As a Customer Success Manager, you will join the Customer Success team to help new clients successfully adopt LEAP software. You will act as a trusted product specialist, guiding clients through onboarding and ensuring they gain maximum value from the platform from day one. Working closely with legal professionals, you will 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.
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 their LEAP case management software
- Promoting adoption of the full LEAP 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
This is a permanent, full-time hybrid role based in Cardiff with significant travel requirements (approximately 2-3 days per week nationwide).
REQUIREMENTS:
- 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 2-3 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
