LegalTech Customer Success Lead (Hybrid)

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

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 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.