LEAP Wealth develops cloud-based legal practice management software for law firms. Its tools help legal professionals manage day-to-day work and improve productivity and operational efficiency. With more than 30 years of innovation and customers in multiple countries, LEAP serves the legal sector through a comprehensive suite of practice-focused technology.
Customer Success Manager, Legal Technology
Help UK law firms get lasting value from LEAP legal practice software through onboarding, training, implementation guidance, and ongoing support.
Description
- Build customer relationships that strengthen satisfaction, loyalty, and retention.
- Serve as a trusted advisor and LEAP software expert.
- Help customers across the UK get more value from LEAP case management software.
- Encourage use of the full LEAP product suite, including new features and tools.
- Review customer health metrics, NPS feedback, and usage data to spot opportunities for stronger engagement.
- Address customer concerns early and work with internal teams to resolve issues.
- Provide in-person and remote training on product adoption and effective practices.
- Support customers throughout their relationship with LEAP to help them achieve ongoing success.
- Develop customer references and contribute to new business initiatives.
- Represent LEAP at industry events and host webinars on product updates and best practices.
- Lead new clients through onboarding and implementation.
- Provide practical support from initial project meetings through post-implementation follow-up.
- Help clients incorporate LEAP into their day-to-day operations.
Requirements
- Bring 3–5 years of experience in customer success, account management, or a similar client-facing role.
- Have experience managing customer renewals and maintaining service quality.
- Be willing to travel around the UK approximately two to three days per week.
- Have strong organisational and time-management skills.
- Communicate effectively in writing and verbally.
- Be self-motivated, disciplined, and able to work independently.
- Show enthusiasm for technology and helping customers succeed with software.
- Explain solutions and workarounds clearly and concisely.
- Hold a full UK driving licence and have access to a car.
- Present yourself professionally and communicate with confidence.
- Have strong working knowledge of Microsoft Word, Excel, and Outlook.
- A legal or accounting background, or relevant qualifications, is desirable.
- Understanding small law firm environments and client expectations is desirable.
- Knowledge of Solicitors’ Accounts Rules is desirable.
- Experience providing in-person or remote training is desirable.
- Basic knowledge of Xero is desirable.
Benefits
- Professional development fund.
- Support for training, learning, and career progression.
- Private health insurance, including dental and optical cover.
- £80 monthly gym contribution.
- Employee Assistance Programme.
- Life insurance.
- 8% employer pension contribution.
- PerkBox membership with discounts and rewards.
- Cycle to Work scheme.
- Access to LEAP Home, a LEAP programme supporting employees to buy their primary residence.
- 25 days of annual leave plus 8 bank holidays.
- Enhanced parental leave.
- One paid volunteer day each year for a charity of your choice.
- Friendly, supportive, and driven workplace culture.
- Free healthy breakfast, light lunch, and snacks.
- Regular social events.
- Car allowance.