Customer Success Manager

Join LEAP, the global leader in Legal Practice Productivity Solutions, as a Customer Success Manager. In this role, you will guide clients through onboarding, implementation support, and tailored training, ensuring they gain maximum value from the LEAP software. You will build strong relationships with customers, promote adoption of the full LEAP product suite, and monitor customer health metrics. This is a great opportunity to make a meaningful impact in the fast-growing world of legal technology.

• Act as a trusted product specialist, guiding clients through onboarding and ensuring they gain maximum value from the platform from day one.
• Build strong relationships with customers to drive satisfaction, loyalty, and long-term retention, and act as a trusted advisor and subject matter expert for LEAP software.
• 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.
• Full UK driving licence and access to a car (car allowance provided)
• 3-5 years’ experience in a Customer Success, Account Management, or similar client-facing role
• Excellent organisational and time management skills
• Passion for technology and helping customers succeed with software
• Self-motivated, disciplined, and able to work independently
• Strong working knowledge of Microsoft Word, Excel, and Outlook
• Experience managing customer renewals and maintaining service quality
• Professional, articulate, and well presented
• Ability to clearly explain solutions and workarounds in a simple, concise way
• Strong written and verbal communication skills
• Willingness to travel nationwide approximately 2 to 3 days per week
• Knowledge of Solicitors’ Accounts Rules
• 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
• Legal or accounting background or relevant qualifications
• Understanding of small law firm environments and client expectations
• Experience delivering onsite or remote training
• Basic knowledge of Xero