Customer Success Manager

“I’m transforming new LEAP users into highly productive practitioners almost daily.”

Customer Success Manager, London, Manchester or Cardiff

• You will ensure the long-term retention of our customers, maximising their satisfaction with and loyalty to LEAP and minimising customer churn.
• You are an ambassador for LEAP & an expert in our software. You will be talking to and meeting with our customers nationwide to ensure they’re making the most of their LEAP case management software subscription.
• Work for a Culture that values its Employees.
• Permanent, Full-time, Hybrid.

About LEAP
LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms.

Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.

Meet the Productivity team
Our Productivity Consultants are experienced LEAP specialists who bring new users to our network and set them up for success from day one. As a trusted LEAP expert, you’ll work closely with clients to enable easy and efficient adoption of LEAP software, with a seamless transition that leaves our clients free to focus on what they do best.

From initial project meetings right through to follow-up training, you’ll provide hands-on, on-site and face-to-face support that give our clients comfort and confidence in the power of our products. This is a valuable opportunity to have powerful impact in a meaningful space, guiding clients from day one right through to ‘business as usual’.

What you'll do

• Develop and maintain an outstanding knowledge of LEAP software & it’s companion products.
• Promote use of the full suite of LEAP products & drive adoption of LEAP’s newest features.
• Advocate customer needs and lead issue resolution cross-departmentally, act as the voice of our customers.
• Contact customers post-install to introduce yourself as their Customer Success Manager & identify any immediate areas of concern.
• Touch base with your customers throughout their life-cycle to check that they’re up to date with our latest developments & using LEAP to its full potential.
• Analyse “Customer Health” metrics, NPS results, and other feedback to identify customers who are not realising the full benefit from their investment in LEAP.
• Reach out pre-renewal to identify & resolve any potential issues before they escalate into a reason not to renew.
• Identify the need for scheduling & conducting onsite / remote visits & training sessions.
• Schedule & conduct visits where other departments have identified a need.
• Monitor high-volume call loggers to see if they’d benefit from additional training.
• Examine usage reports to identify if a customer becomes disengaged or exhibits unusual usage behaviour.
• Convert happy customers into reference sites for New Business to use.
• Attend industry events to speak with existing customers.
• Script & conduct customer webinars to showcase new features & ways to utilise LEAP.

What you'll bring

Essential:

• A minimum of 3-5 years experience working in a similar role.
• Legal or accounting background/qualifications.
• Responsible for renewals and quality.
• Nationwide travel approx. 1 to 2 days per month.
• Exceptional organisational skills.
• Superb written & verbal communication.
• Self-disciplined & self-motivated.
• A passion for technology.
• Ability to communicate workarounds simply & concisely.
• An understanding of the small law firm’s culture & expectations.
• An understanding of Solicitor’s Account Rules.
• Onsite training experience.
• Basic Xero knowledge.
• Exhaustive knowledge of Microsoft Word, Excel & Outlook.
• Access to own car and ability to drive (generous car allowance provided)

LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all of the requirements above, we encourage you to still submit your application.

What you'll get

On top of a competitive salary and car allowance, we also offer an excellent benefits package:

• Friendly, supportive, and driven culture.
• LEAP pays 8% of your salary into your pension.
• Private Health Insurance, including Optical and Dental.
• £50 a month gym contribution.
• Life Insurance cover.
• Employee Assistance Program.
• Generous Professional Development Fund - yearly learning allowance to grow & upscale your career.
• Enhanced Parental Leave.
• PerkBox Membership.
• Cycle to work scheme.
• 25 days holiday (plus 8 bank holidays).
• Work Anniversary Rewards.
• Paid time off to give blood.
• Volunteer Day – We offer 1 day per year for

Life at LEAP
LEAP is all about impact, growth and ownership. We’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other and driven by the difference we can make together.

LEAPster culture is about prioritising and celebrating the incredible humans behind our market-leading technology. Think flexible hybrid work, a world-leading Parenting Policy, regular social events, free gym membership and so much more.

We strongly believe that personal development and career progression are at the heart of a healthy, high-performing culture and we’re committed to empowering LEAPsters with resources, ongoing support and more than 20 defined career pathways to explore. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments and even work abroad.

More you should know

Discover the human side of cutting edge LegalTech

Life at LEAP

Discover more LEAP opportunities.