At a Glance
- Tasks: Drive client success and optimise solutions for legal firms using Intapp products.
- Company: Join a dynamic tech company focused on client success in the legal industry.
- Benefits: Enjoy flexible working, professional development, wellness programs, and a collaborative culture.
- Other info: Be part of a supportive team that values your growth and contributions.
- Why this job: Make a real impact by turning clients into long-term partners and enhancing their experience.
- Qualifications: 5+ years in client success, strong communication skills, and analytical mindset required.
The predicted salary is between 51750 - 63250 £ per year.
The Client Success Manager, Legal is an individual contributor on Intapp’s Client Success Legal Industry team, responsible for driving adoption and solution optimization across a tier of accounts. You will proactively guide clients to unlock the value of their investment in Intapp products. This role is a generalist across Intapp's product suite with depth of expertise in Intapp Time and Billstream and the broader timekeeping, billing, and profitability domain in law firms.
Success in this role turns clients into long-term partners — firms that are fully realizing their Intapp investment, expanding what they do with the platform, and influencing peers in their markets. The Client Success Manager operates as a trusted advisor to client stakeholders and serves as the voice of the customer internally to our product and account teams.
What you will do:
- Monitor adoption data, usage trends, health and engagement signals across a tier of legal clients to identify where proactive outreach will drive retention and value.
- Execute data-triggered success plays — structured, repeatable outreach motions tied to usage milestones, risk signals, or renewal timing — to drive adoption and retention at scale.
- Leverage skills, expertise, and client feedback to identify and build new success plays to drive incremental value for our clients.
- Serve as a responsive point of contact for client inquiries, advising on product usage, configuration, and best practices.
- Build proficiency in an initial Intapp solution, then progressively expand expertise across the broader Intapp product suite.
- Consult with clients post-deployment to ensure they capitalize on available solution features and that implemented solutions meet their organizational needs.
- Reinforce and expand knowledge of Intapp's product portfolio, competitive landscape, and industry dynamics on an ongoing basis.
What you will need:
- 5+ years of experience in client success serving professional services firms, ideally in the legal industry.
- Experience using adoption and usage data to drive structured, playbook-driven outreach programs.
- Ability to build product proficiency quickly and continue learning new solutions over time.
- Exposure or experience with Intapp Time and Billstream or the timekeeping, billing, and profitability domain in law or professional service firms.
- Strong consultative and communication skills: ability to listen carefully and influence.
- Strong analytical skills and ability to synthesize input from multiple sources into clear client-facing recommendations.
- Resourceful problem-solver with results orientation and strong time management discipline.
- Bachelor’s degree required.
Preferred:
- Familiarity with professional services firms, ideally law firms, and how they operate.
- Experience across Intapp's broader product suite, or equivalent enterprise software in the professional services space.
- Experience with customer success or engagement platforms used to trigger and track outreach at scale.
- Experience in a publicly traded, growth-stage software company.
What you will gain at Intapp:
At Intapp, you'll get the opportunity to bring your talents and intellectual curiosity to create better outcomes for our people and our clients. You'll be part of a growing public company, with a modern work environment that's connected yet flexible and where your professional growth and well-being are top priorities. We'll collaborate and grow together, supporting each other in a positive, open atmosphere that fosters creativity, innovation, and teamwork.
Here, you will have the opportunity to:
- Expand Your Skills: Unlock your potential with professional development opportunities supported by a community of experienced professionals. We offer reimbursement for training and continuing education to help you stay ahead in your career.
- Enjoy Where You Work: Thrive in our modern, open offices designed to inspire creativity and collaboration. Our complimentary lunches and fully stocked kitchens ensure you have everything you need to stay energized throughout the day.
- Support What Matters Most: Our comprehensive wellness and flexible time off programs and our benefits are designed to care for you and your family. Our family-formation benefits and support during your family-building journey ensure you have the resources you need when it matters most. We believe in giving back and supporting our communities with paid volunteer time off and a donation matching program for the causes you care about.
Join us and be a part of a collaborative and welcoming culture where your contributions are valued, and your professional growth is a priority. Together, we are building a company of long-term value that we can all be proud of.
Client Success Manager in London employer: Intapp
At Intapp, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Belfast that fosters professional growth and collaboration. Our commitment to employee development is evident through comprehensive training opportunities, flexible working arrangements, and a culture that values creativity and teamwork. With a focus on well-being and community support, we ensure our team members thrive both personally and professionally while making a meaningful impact within the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intapp. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Intapp before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Intapp:Your cover letter is your chance to shine! Tell us why you want to work at Intapp specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Intapp!
How to prepare for a job interview at Intapp
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
