Overview
Base pay range and role information are provided by LEAP Legal Software. The position is for a Customer Success Manager in London, Battersea office, or Cardiff office.
Job type: Permanent, full-time, hybrid working model: 3 days in the office and 2 days remote.
About LEAP
LEAP is the leading provider of Legal Practice Productivity Solutions and is part of ATI. For more than 30 years, LEAP has supported lawyers and their staff with productivity tools to help lawyers who help people. The software is used by more than 100,000 lawyers and their staff in small and medium-sized law firms. LEAP operates with an international team across multiple countries.
Meet the team: Our Customer Success Managers are experienced LEAP specialists who bring new users to the network and set them up for success from day one. You will work closely with clients to enable easy adoption of LEAP software and a seamless transition that allows clients to focus on their work.
What you'll do
You will ensure long-term retention of customers, maximize satisfaction and loyalty to LEAP, and minimize churn. You will act as a brand ambassador and subject-matter expert in LEAP software, meeting customers nationwide to ensure they get the most from their subscription. In this role, you will:
- Develop and maintain an outstanding knowledge of LEAP software and its companion products
- Promote the full suite of LEAP products and drive adoption of the newest features
- Advocate for customer needs and lead issue resolution cross-departmentally, acting as the voice of our customers
- Contact customers post-install to introduce yourself as their Customer Success Manager and identify immediate concerns
- Touch base with customers throughout their life cycle to ensure they are up to date with developments
- Analyse customer health metrics, NPS results, and feedback to identify customers not realising full benefit
- Reach out pre-renewal to identify and resolve potential issues
- Identify the need for, schedule, and conduct onsite/remote visits and training sessions
- Schedule visits where other departments have identified a need
- Monitor high-volume call loggers for potential additional training
- Examine usage reports to identify disengagement or unusual usage
- Convert happy customers into reference sites for New Business
- Attend industry events to engage with existing customers
- Scrip t and conduct customer webinars to showcase new features
What you'll bring
Essential Requirements:
- A minimum of 3-5 years' experience in a similar role
- Legal or accounting background/qualifications
- Responsible for renewals and quality
- Nationwide travel approx. 1 to 2 days per week
- Exceptional organizational skills
- Superb written & verbal communication
- Self-disciplined & self-motivated
- A passion for technology
- Ability to communicate workarounds simply and concisely
- An understanding of the small law firm’s culture and expectations
- An understanding of Solicitor's Account Rules
- On-site training experience
- Basic Xero knowledge
- Exhaustive knowledge of Microsoft Word, Excel & Outlook
- Access to own car and ability to drive (generous car allowance provided)
- Articulate & well presented
Desirable Requirements:
- Excellent applied LEAP knowledge - LEAP certification preferable
- Experience troubleshooting common LEAP issues
LEAP is an inclusive, people-first company committed to breaking down barriers. If you meet some, but not all, of the requirements, we encourage you to apply.
Benefits
What you'll get:
A friendly, supportive, and driven company culture with a focus on innovation and collaboration. You will receive a competitive salary, a generous car allowance, and an excellent benefits package:
- LEAP pays 8% of your salary into your pension
- Private health insurance, including optical and dental
- £80 a month gym contribution
- Life insurance cover
- Employee Assistance Program
- Generous Professional Development Fund
- 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 – 1 day per year for a charity of your choice
- Free healthy breakfast, light lunch, and snacks
- Dog-friendly office
Life at LEAP
LEAP emphasizes impact, growth, and ownership. The LEAPster culture supports flexible hybrid work, parenting policies, social events, gym membership, and more. Personal development and career progression are prioritized with opportunities to grow, explore new roles, and work abroad.
Closing date
Closing Date: Monday, 29th September. We reserve the right to close early if a high volume of suitable applications is received. We encourage interested candidates to apply as soon as possible.
It’s fine to use AI to help with your application, just keep it genuine and reflective of you. A real person will read your CV and chat with you if invited to interview.
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- IT Services and IT Consulting
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