Customer Success Manager (Legal Tech)

• Join our Customer Success team and help new clients successfully adopt LEAP software. As a Customer Success Manager, you will act as a trusted product specialist, guiding clients through onboarding and ensuring they gain maximum value from the platform from day one
• You will work closely with legal professionals to deliver onboarding, implementation support, and tailored training. From initial project meetings to post-implementation follow-ups, you will provide hands-on support both on-site and face-to-face, ensuring clients feel confident integrating LEAP into their daily operations
• This is a great opportunity to make a meaningful impact by supporting clients from implementation through to business-as-usual
• 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

Benefits

• £50 a month Gym Contribution - your choice of facility or activity
• Private Health Insurance, including Optical and Dental
• Monthly Office Socials
• Volunteer Day - We offer 1 day per year for a charity of your choice
• Employee Assistance Program
• Enhanced Parental Leave
• Cycle to work scheme
• Life Insurance Cover
• Perkbox Membership
• Yearly Service Rewards
• 8% Employer Pension Contribution
• Professional Development Fund - £500 yearly allowance to grow and upscale your career
• 25 days holiday (plus 8 bank holidays)

• Passion for technology and helping customers succeed with software
• Ability to clearly explain solutions and workarounds in a simple, concise way
• Self-motivated, disciplined, and able to work independently
• Strong working knowledge of Microsoft Word, Excel, and Outlook
• Willingness to travel nationwide approximately 2 to 3 days per week
• Strong written and verbal communication skills
• Excellent organisational and time management skills
• Professional, articulate, and well presented
• 3-5 years’ experience in a Customer Success, Account Management, or similar client-facing role
• Experience managing customer renewals and maintaining service quality
• Full UK driving licence and access to a car (car allowance provided)
• Basic knowledge of Xero
• Legal or accounting background or relevant qualifications
• Knowledge of Solicitors’ Accounts Rules
• Experience delivering onsite or remote training
• Understanding of small law firm environments and client expectations
• If you meet some, but not all, of the requirements above, we encourage you to still submit your application

• Closing Date: Friday, 13th November 2026