Customer Success Manager

London Source: WhatJobs

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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.