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LEAP is a global leader in legal practice productivity software, serving over 100,000 lawyers and legal professionals across small and medium-sized law firms worldwide. The company is part of ATI, one of the largest international LegalTech companies, with 30+ years of innovation and 1,000+ employees across seven countries.
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 to business-as-usual operations, delivering hands-on support both remotely and on-site.
Key responsibilities include:
- Building strong relationships with customers to drive satisfaction, loyalty, and long-term retention
- Acting as a subject matter expert for LEAP software, explaining solutions clearly and concisely
- Supporting customers nationwide to maximize value from the platform
- Promoting adoption of the full LEAP product suite, including new features
- Monitoring customer health metrics, NPS feedback, and usage data to identify engagement opportunities
- Delivering onsite and remote training sessions to support product adoption and best practices
- Proactively addressing customer concerns and resolving issues in collaboration with internal teams
- Identifying opportunities to develop reference customers and support new business initiatives
- Representing LEAP at industry events and delivering customer webinars
The role is based in Battersea (London) on a hybrid basis, with approximately 2-3 days per week of nationwide travel required. This is a permanent, full-time position.
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 demeanor
- 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
