Customer Success Manager

LEAP Legal Software

Cardiff

Hybrid

GBP 40,000 - 60,000

Full time

26 hours ago

Be an early applicant

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Private health insurance (including UK

Gym contribution

Life insurance

Pension contributions

Cycle to Work

PerkBox membership

Home ownership support

Job summary

LEAP Legal Software in Cardiff is seeking a Customer Success Manager to drive onboarding, adoption, and ongoing value for a nationwide client base. The role is hybrid, permanent, and full-time, supporting law firms with LEAP’s LegalTech platform from day one.

You will build strong client relationships, guide training and implementation, and work with product and support teams to ensure renewal and long-term success. Travel 2–3 days weekly is required.

Qualifications

Experience in Customer Success or Account Management.
Proven ability to drive customer renewals and maintain service quality.
Willingness to travel nationwide 2–3 days/week.
Strong organisational and time management skills.
Excellent written and verbal communication.

Responsibilities

Build strong relationships with customers to drive satisfaction and retention.
Act as trusted advisor and product expert for LEAP software.
Support customers nationwide to maximise value from LEAP case management.
Promote adoption of the full LEAP product suite and new features.
Monitor customer health metrics and usage data to spot opportunities.
Address customer concerns and collaborate with internal teams to resolve issues.
Deliver onsite and remote training sessions to support adoption.
Engage with customers throughout lifecycle for continued success.
Identify opportunities to develop reference customers and support new initiatives.
Represent LEAP at industry events and deliver customer webinars.

Skills

Customer Success

Account Management

Renewals

Travel nationwide

Communication

Training delivery

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential.

The Role

Customer Success Manager - LegalTech

Location: Cardiff (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 LEAP

LEAP is the global leader in Legal Practice Productivity Solutions and part of ATI, one of the largest international LegalTech companies. For more than 30 years we have been developing innovative technology that helps lawyers run more efficient and profitable law firms. Our mission is simple: to help lawyers who help people. Our market-leading software is used by more than 100,000 lawyers and legal professionals in small and medium-sized law firms worldwide. With more than 1,000 employees across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, LEAP is a fast-growing global technology business where ambitious people thrive.

The Opportunity

Join our Customer Success team and help new clients successfully adopt LEAP software. As a Customer Success Manager, you will act as a trusted product specialist, guiding clients through onboarding and ensuring they gain maximum value from the platform from day one.

You will work closely with legal professionals to 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.

This is a great opportunity to make a meaningful impact by supporting clients from implementation through to business‑as‑usual.

What you’ll do

Build strong relationships with customers to drive satisfaction, loyalty, and long‑term retention
Act as a trusted advisor and subject matter expert for LEAP software
Support customers nationwide to maximise value from their LEAP case management software
Promote adoption of the full LEAP product suite, including new features and functionality
Monitor customer health metrics, NPS feedback, and usage data to identify engagement opportunities
Proactively address customer concerns and resolve issues in collaboration with internal teams
Deliver onsite and remote training sessions to support product adoption and best practice use
Engage with customers throughout their lifecycle to ensure continued success with LEAP
Identify opportunities to develop reference customers and support new business initiatives
Represent LEAP at industry events and deliver customer webinars showcasing product updates and best practices

What You’ll Bring

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 to 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

Career & Growth

Generous professional development fund
Support for training, learning, and career progression

Health & Wellbeing

Private health insurance (including dental and optical)
£80 monthly gym contribution
Employee Assistance Programme
Life insurance cover

Financial Benefits

8% employer pension contribution
PerkBox membership with discounts and rewards
Cycle to Work scheme
Access to LEAP Home - a program unique to LEAP to support you in buying your primary residence

Time off