Senior Client Success Manager, LegalTech

LEAP Legal Software, Inc.; Greater London; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Private health insurance

Gym contribution

Cycle to Work

Job summary

LEAP is seeking a Customer Success Manager to drive onboarding, implementation support, and ongoing value for legal professionals using LEAP software. You will deliver hands-on support on-site and face-to-face while working with legal professionals to integrate LEAP into daily operations.

You will collaborate with nationwide clients to ensure adoption of the LEAP product suite, manage renewals, and provide training. This hybrid role requires travel and strong communication skills.

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.

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

Client-facing

Communication skills

Time management

Driving licence

Job description

LEAP is seeking a Customer Success Manager to drive onboarding, implementation support, and ongoing value for legal professionals using LEAP software. You will deliver hands-on support on-site and face-to-face while working with legal professionals to integrate LEAP into daily operations.

You will collaborate with nationwide clients to ensure adoption of the LEAP product suite, manage renewals, and provide training. This hybrid role requires travel and strong communication skills.