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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. The company is part of ATI, one of the largest international LegalTech companies, with 30+ years of innovation in legal technology and 1,000+ employees across multiple countries.
As a Customer Success Specialist, you will join the Customer Success team to help new clients successfully adopt LEAP software. You will act as a trusted product specialist and advisor, guiding legal professionals through onboarding, implementation, and training to ensure they gain maximum value from the platform.
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, providing hands-on support both on-site and remotely
- 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
- 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
- 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
This role requires approximately 2-3 days per week of nationwide travel. You will work closely with legal professionals to deliver implementation support and ensure clients feel confident integrating LEAP into their daily operations.
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
