LegalTech Customer Success Pro - Onboarding & Adoption

LEAP; Manchester; Hybrid; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Gym subsidy

Employee Assistance Programme

Life insurance

Pension contributions

PerkBox membership

Cycle to Work

Job summary

LEAP, a global LegalTech leader, seeks a Customer Success Manager in Manchester (hybrid) to onboard new clients and maximise value from LEAP software. You will guide clients through implementation, post-implementation follow-ups, and hands-on training to ensure confident adoption.

You will work with legal professionals to support onboarding, provide tailored training, and maintain ongoing client satisfaction, ensuring long-term success and renewals.

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.

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

Travel - nationwide

Communication

Time management

Independence

Tech-savvy

Driving licence

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

LEAP, a global LegalTech leader, seeks a Customer Success Manager in Manchester (hybrid) to onboard new clients and maximise value from LEAP software. You will guide clients through implementation, post-implementation follow-ups, and hands-on training to ensure confident adoption.

You will work with legal professionals to support onboarding, provide tailored training, and maintain ongoing client satisfaction, ensuring long-term success and renewals.