Customer Success Manager

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