At a Glance
- Tasks: Help clients adopt innovative LegalTech software and ensure their success.
- Company: Join LEAP, a global leader in Legal Practice Productivity Solutions.
- Benefits: Enjoy competitive salary, health perks, and generous annual leave.
- Other info: Dynamic, inclusive culture with excellent career growth opportunities.
- Why this job: Make a real impact by supporting legal professionals with cutting-edge technology.
- Qualifications: 3-5 years in customer success or account management, strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
Ready to transition from traditional legal practice into the fast-growing world of legal technology? This role could be the perfect next step.
About LEAP
LEAP is the global leader in Legal Practice Productivity Solutions and part of ATI, one of the largest international LegalTech companies. For more than 30 years we have been developing innovative technology that helps lawyers run more efficient and profitable law firms. Our mission is simple: to help lawyers who help people. Our market-leading software is used by more than 100,000 lawyers and legal professionals in small and medium-sized law firms worldwide. With more than 1,000 employees across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, LEAP is a fast-growing global technology business where ambitious people thrive.
The Opportunity
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.
What you'll do
- 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
What you'll bring
- 3-5 years' experience in a Customer Success, Account Management, or similar client-facing role
- Experience managing customer renewals and maintaining service quality
- Willingness to travel nationwide approximately 2 to 3 days per week
- Excellent organisational and time management skills
- Strong written and verbal communication skills
- Self-motivated, disciplined, and able to work independently
- Passion for technology and helping customers succeed with software
- Ability to clearly explain solutions and workarounds in a simple, concise way
- Full UK driving licence and access to a car (car allowance provided)
- Professional, articulate, and well presented
- Strong working knowledge of Microsoft Word, Excel, and Outlook
Desirable
- Legal or accounting background or relevant qualifications
- Understanding of small law firm environments and client expectations
- Knowledge of Solicitors' Accounts Rules
- Experience delivering onsite or remote training
- Basic knowledge of Xero
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.
What you'll get
- Career & Growth: Generous professional development fund, support for training, learning, and career progression
- Health & Wellbeing: Private health insurance (including dental and optical), £80 monthly gym contribution, Employee Assistance Programme, Life insurance cover
- Financial Benefits: 8% employer pension contribution, PerkBox membership with discounts and rewards, Cycle to Work scheme, Access to LEAP Home - a program unique to LEAP to support you in buying your primary residence
- Time off: 25 days annual leave + 8 bank holidays, Enhanced parental leave, One paid volunteer day each year for a charity of your choice
- Work environment: Friendly, supportive, and driven culture, Free healthy breakfast, light lunch, and snacks, Regular socials
Life at LEAP: Discover the human side of cutting-edge LegalTech.
Closing Date: Friday, 31 July 2026. We may close this vacancy early if we receive a high volume of suitable applications, so we encourage interested candidates to apply as soon as possible. You're welcome to use AI tools to support your application, but please ensure your submission reflects your own experience and voice. Every CV is reviewed by a member of our team, and if you're invited to interview we look forward to getting to know the real you.
Customer Success Manager in Cardiff employer: LEAP Legal Software, Inc.
LEAP Legal Software, Inc. is an exceptional employer that fosters a dynamic and inclusive work culture in the heart of Battersea, London. With a strong emphasis on employee growth, we offer numerous opportunities for professional development and encourage innovative thinking in the fast-paced LegalTech industry. Our hybrid working model promotes a healthy work-life balance, making it an ideal environment for passionate marketers looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LEAP Legal Software, Inc.. 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 LEAP Legal Software, Inc. 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 Customer Success Manager in Cardiff
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 LEAP Legal Software, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at LEAP Legal Software, Inc. 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 LEAP Legal Software, Inc.!
How to prepare for a job interview at LEAP Legal Software, Inc.
✨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.
