Hybrid LegalTech Customer Success Specialist

LEAP Legal Software; Nottingham; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Private health insurance

Gym contribution

Life insurance

8% employer pension contribution

PerkBox membership

Cycle to Work

LEAP Home program

Job summary

LEAP is the global leader in Legal Practice Productivity Solutions and part of ATI. This Nottingham-based, hybrid, full-time role supports clients from onboarding to value realization, helping lawyers run more efficient, profitable practices.

You will train, advise, and collaborate with legal professionals to ensure adoption of LEAP’s case management suite, with nationwide travel and a strong focus on client success.

Qualifications

• 3–5 years in a Customer Success, Account Management, or similar role.
• Experience managing renewals and maintaining service quality.
• Willingness to travel nationwide ~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.
• Full UK driving licence and access to a car (car allowance provided).
• Professional, articulate, and well presented.
• Proficient in MS Word, Excel, Outlook.

Responsibilities

• Build relationships with customers to drive satisfaction, loyalty, and retention.
• Act as trusted advisor and subject matter expert for LEAP software.
• Support customers nationwide to maximise value from LEAP.
• Promote adoption of LEAP Estates product suite and new features.
• Monitor health metrics, NPS feedback, and usage data.
• Address customer concerns and coordinate with internal teams.
• Deliver onsite and remote training sessions.
• Engage with customers through their lifecycle to ensure success.
• Identify opportunities to develop reference customers.
• Represent LEAP at events and deliver customer webinars.

Skills

Customer success experience

Renewals management

Travel flexibility

Organization & time management

Communication skills

Independence

Tech-savvy

Driving licence

Education

Legal or accounting background

Client training qualifications

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

LEAP is the global leader in Legal Practice Productivity Solutions and part of ATI. This Nottingham-based, hybrid, full-time role supports clients from onboarding to value realization, helping lawyers run more efficient, profitable practices.

You will train, advise, and collaborate with legal professionals to ensure adoption of LEAP’s case management suite, with nationwide travel and a strong focus on client success.