Client Success Consultant (Legal Tech)

LEAP Legal Software; Bath; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

LEAP Legal Software in the UK is seeking a proactive Client Success Consultant to support a UK client base of law firms. You will apply expert knowledge of SOS systems to enable clients to realize value, with remote check-ins, training plans and meetings in a hybrid London/Bath setup.

You will build trusted relationships, analyse client needs, and educate clients on best practices to maximise product adoption and retention. A strong focus on service and communication is essential.

Qualifications

• Advanced ability to manage client relationships and understand stakeholder needs
• Ability to present clearly and persuasively in varied settings
• Experience delivering client-facing training or workshops
• Strong analytical skills to interpret client requirements and data
• Proven track record in upselling or expanding services with clients

Responsibilities

• Act as a liaison between LEAP clients and internal teams to understand needs
• Analyse client requirements and align software to goals
• Build and maintain trusted client relationships and drive adoption
• Gather feedback to inform product improvements and service enhancements
• Communicate client needs internally to influence decisions
• Collaborate with Product, Sales and Marketing to improve user experience and adoption
• Manage client expectations and define boundaries for deliverables
• Stay informed on industry trends to provide value to clients
• Coordinate with colleagues across the business to address client concerns

Skills

Client relationships

Stakeholder management

Public speaking

Analytical thinking

Sales skills

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

The Role Client Success Consultant - LegalTech Location: London, Bath (Hybrid) | Permanent | Full-Time Ready to transition from traditional legal practice into the fast-growing world of legal technology? This role could be the perfect next step.

About SOS

As part of the LEAP group, we are committed to excellence and a customer-first mindset, earning the trust of legal professionals across the country. Joining our team of passionate, driven individuals offers the opportunity to grow, develop your skills, and make a meaningful impact in the legal industry. At SOS, our passion for advancing legal technology has made us a leading provider of legal software solutions. With decades of experience, we deliver innovative, reliable, and user-friendly software that enhances efficiency and ensures compliance, ultimately helping law firms streamline their operations. Our Practice Management software is widely recognised across the profession, and our customisable solutions empower firms to work in the way that best suits their needs.

The Opportunity

We are looking for an experienced, proactive, and professional Client Success Consultant. You will leverage your expert knowledge of our systems to benefit our extensive client base of UK law firms and set them up for success throughout their client journey. Working closely with a portfolio of clients, you will understand their business needs and educate them on best practices they can use to help meet their goals. You will provide proactive care with check-ins, training plans, and remote meetings, ultimately resulting in your clients having the confidence to use our software to its fullest and increasing the likelihood of us retaining their business. This is a valuable opportunity to develop, hone, and utilise a multitude of valuable skills, including support, upselling, business analysis, and public speaking, all with the unified goal of guiding clients to a satisfactory outcome.

What you’ll do

• Act as a key liaison between the company and our clients, developing a strong understanding of their organisation, key stakeholders, processes and business objectives.
• Analyse client requirements in depth to identify opportunities to align our software and services with their goals.
• Build trusted client relationships and use your knowledge of their business to ensure they have access to the products and services they need to succeed.
• Gather, understand and communicate client feedback to internal teams, helping to shape product enhancements, new features and service improvements.
• Act as the voice of the client internally, ensuring their needs and feedback are considered as part of key business decisions.
• Work closely with Product Management, Sales, Marketing and other teams to provide insight into opportunities to improve the user experience, product capabilities, client engagement and adoption.
• Manage client expectations effectively, understanding the scope of our responsibilities and confidently setting appropriate boundaries where requests fall outside what can reasonably be delivered.
• Stay up to date with industry trends, emerging technologies and best practices to continually build your knowledge and provide greater value to clients.
• Collaborate effectively with colleagues across the business, listening to different perspectives, ideas and concerns.
• Communicate ideas clearly and constructively within a team environment.
• Be a dependable and proactive team member, taking ownership of your work, meeting deadlines and completing agreed actions to a high standard.

What you’ll bring

• Advanced knowledge of Microsoft Word, Excel and Outlook.
• The ability to explain technical solutions and workarounds clearly, simply and concisely.
• A strong understanding of law firm culture, working practices and client expectations.
• Knowledge and understanding of the Solicitors Accounts Rules.
• Previous experience delivering on-site training.
• Excellent interpersonal skills, with the ability to build trust, establish rapport and develop strong, long-lasting client relationships.
• Strong written and verbal communication skills, with the ability to explain complex concepts in a clear and accessible way.
• Strong analytical and problem-solving skills, enabling you to understand client requirements, troubleshoot issues and identify effective solutions.
• Confidence working with software systems, with the ability to quickly learn and understand complex applications.
• A proven track record of delivering excellent client service, achieving targets and building successful long-term relationships.
• The ability to thrive in a fast-paced, dynamic environment, adapt to changing priorities and effectively manage multiple client relationships.
• A collaborative approach, with the ability to work across teams and make effective use of internal expertise and resources to meet client needs.
• A full UK driving licence and access to a car.
• Flexibility and willingness to travel as required.

What you’ll get

Career Development Generous pr