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For Companies At a Glance
- Tasks: Support clients in using LEAP software and ensure their success.
- Company: Join LEAP, a leader in legal productivity solutions with a global presence.
- Benefits: Enjoy a competitive salary, generous car allowance, and excellent perks.
- Why this job: Make a real impact by helping lawyers thrive with innovative technology.
- Qualifications: 3-5 years in customer success, legal or accounting background preferred.
- Other info: Flexible hybrid work, personal development opportunities, and a supportive culture.
The predicted salary is between 36000 - 60000 £ per year.
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.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Other
Industries
- IT Services and IT Consulting
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Customer Success Manager employer: LEAP Legal Software
Contact Detail:
LEAP Legal Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Get to know the company inside out! Research LEAP's products and culture so you can chat confidently about how you can help their customers succeed. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn, attend industry events, or join relevant online forums. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer success. Think about your past experiences and how they relate to the role at LEAP. We want to hear your stories that showcase your skills and passion!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows you’re proactive and keen to join the team!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let us see your enthusiasm for helping customers succeed. Share examples of how you've gone above and beyond to ensure client satisfaction in previous roles.
Tailor Your CV to the Role: Make sure your CV highlights relevant experience that aligns with the Customer Success Manager position. Use keywords from the job description to show that you understand what we're looking for.
Be Clear and Concise: We appreciate straightforward communication. Keep your application clear and to the point, showcasing your skills and experiences without unnecessary fluff.
Apply Through Our Website: To make sure your application gets into the right hands, apply directly through our website. It’s the best way for us to review your application and get back to you quickly!
How to prepare for a job interview at LEAP Legal Software
✨Know Your LEAP Stuff
Before the interview, dive deep into understanding LEAP software and its features. Familiarise yourself with how it benefits small law firms and be ready to discuss specific examples of how you've helped clients in similar roles.
✨Showcase Your Communication Skills
As a Customer Success Manager, communication is key. Prepare to demonstrate your ability to explain complex concepts simply. Think of scenarios where you’ve successfully resolved customer issues or trained users, and be ready to share those stories.
✨Understand the Customer Journey
Get a grip on the customer lifecycle and how you can enhance their experience at each stage. Be prepared to discuss strategies for customer retention and how you would handle potential churn, showing that you’re proactive and customer-focused.
✨Be Ready for Role-Play
Expect some role-play scenarios during the interview. Practice how you would introduce yourself to a new client or conduct a training session. This will help you showcase your interpersonal skills and your approach to customer engagement.
