Customer Success Manager

Customer Success Manager, London, Battersea office, or Cardiff office

• 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 in the world and is part of ATI, one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement have kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market-leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium-sized law firms.

Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring, and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland, and New Zealand, you’ll find yourself in good company here.

Meet the team

Our Customer Success Managers are experienced LEAP specialists who bring new users to our network and set them up for success from day one. As a trusted LEAP expert, you’ll work closely with clients to enable easy and efficient adoption of LEAP software, with a seamless transition that leaves our clients free to focus on what they do best.

From initial project meetings right through to follow up training, you’ll provide hands-on, on-site and face to face support that give our clients comfort and confidence in the power of our products. This is a valuable opportunity to have powerful impact in a meaningful space, guiding clients from day one right through to ‘business as usual’.

What you'll do

You will ensure long-term retention of our customers, maximising their satisfaction with, and loyalty to, LEAP and minimising customer churn.

Serving as a brand ambassador for LEAP and a subject-matter expert in our software. You will be talking to and meeting with our customers nationwide to ensure that they’re making the most of their LEAP case management software subscription.

In this role, you will:

• Develop and maintain an outstanding knowledge of LEAP software & its companion products.
• Promote use of the full suite of LEAP products & drive adoption of LEAP’s 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 & identify any immediate areas of concern.
• Touch base with your customers throughout their life cycle to check that they’re up to date with our latest developments & using LEAP to its full potential.
• Analyse “Customer Health” metrics, NPS results, and other feedback to identify customers who are not realising the full benefit from their investment in LEAP.
• Reach out pre-renewal to identify & resolve any potential issues before they escalate into a reason not to renew.
• Identify the need for, schedule & conduct onsite/remote visits & training sessions.
• Schedule & conduct visits where other departments have identified a need.
• Monitor high-volume call loggers to see if they’d benefit from additional training.
• Examine usage reports to identify if a customer becomes disengaged or exhibits unusual usage behaviour..
• Convert happy customers into reference sites for New Business to use.
• Attend industry events to speak with existing customers.
• Script & conduct customer webinars to showcase new features & ways to utilise LEAP.

What you'll bring

Essential Requirements:

• A minimum of 3-5 years’ experience working in a similar role.
• Legal or accounting background/qualifications.
• Responsible for renewals and quality.
• Nationwide travel approx. 1 to 2 days per week.
• Exceptional organisational skills.
• Superb written & verbal communication.
• Self-disciplined & self-motivated.
• A passion for technology.
• Ability to communicate workarounds simply & concisely.
• An understanding of the small law firm’s culture & 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 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