LegalTech Customer Success Manager | Hybrid (Onboarding)

Leap Legal Software; Cardiff; Hybrid; GBP 42,000 - 66,000; Full time

Benefits offered by this job

Private health insurance

8% employer pension contribution

PerkBox membership with discounts and,

Cycle to Work scheme

Access to LEAP Home

Life insurance cover

25 days annual leave + 8 bank holidays

Job summary

LEAP is seeking a Customer Success Manager to join our LegalTech team in Cardiff, operating in a hybrid model. You will guide new clients through onboarding, ensure they realize value from LEAP software, and drive adoption across the case management suite.

You'll work with legal professionals nationwide, delivering onboarding, implementation support, and tailored training, both on-site and virtually, to help firms run more efficiently and profitably.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer Success

Account Management

Renewals

Travel readiness

Communication skills

Time management

Problem solving

Independence

Technology passion

Clear explanations

UK driving licence

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

LEAP is seeking a Customer Success Manager to join our LegalTech team in Cardiff, operating in a hybrid model. You will guide new clients through onboarding, ensure they realize value from LEAP software, and drive adoption across the case management suite.

You'll work with legal professionals nationwide, delivering onboarding, implementation support, and tailored training, both on-site and virtually, to help firms run more efficiently and profitably.