Customer Success Manager

LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential.

Customer Success Manager - Legal Tech

Location:

Cardiff (Hybrid) | Permanent | Full-Time

Ready to transition from traditional legal practice into the fast-growing world of legal technology? This role could be the perfect next step.

LEAP is the global leader in Legal Practice Productivity Solutions and part of ATI, one of the largest international Legal Tech 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.

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.

• 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

• 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

• 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

• Generous professional development fund
• S…