Customer Success Manager

Customer Success Manager, Manchester office

Permanent, Full-Time | Hybrid: 3 days in office, 2 days remote

LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI, one of the largest international Legal Tech companies. For more than 30 years, our curiosity and commitment to continual improvement have kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people'. The market‑leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium‑sized law firms.

Working alongside our international team of passionate high achievers, you'll join a fast‑growing technology business where things seldom stay the same for long. With more than 1000 smart, caring, and ambitious ‘LEAPsters' working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland, and New Zealand, you'll find yourself in good company here.

Our Customer Success Managers are experienced LEAP specialists who bring new users to our network and set them up for success from day one. As a trusted LEAP expert, you'll work closely with clients to enable easy and efficient adoption of LEAP software, with a seamless transition that leaves our clients free to focus on what they do best. From initial project meetings right through to follow‑up training, you'll provide hands‑on, on‑site and face‑to‑face support that gives our clients comfort and confidence in the power of our products.

• Ensure long-term retention of our customers, maximising their satisfaction with, and loyalty to, LEAP and minimising customer churn.
• Act as a brand ambassador for LEAP and a subject‑matter expert in our software.
• Speak to and meet with customers nationwide to ensure that they're making the most of their LEAP case management software subscription.
• Develop and maintain an outstanding knowledge of LEAP software & its companion products.
• Promote use of the full suite of LEAP products & drive adoption of LEAP's 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 & identify any immediate areas of concern.
• Touch base with customers throughout their life cycle to check that they're up to date with our latest developments & using LEAP to its full potential.
• Analyse "Customer Health" metrics, NPS results, and other feedback to identify customers who are not realising the full benefit from their investment in LEAP.
• Reach out pre‑renewal to identify & resolve any potential issues before they escalated into a reason not to renew.
• Identify the need for, schedule & conduct onsite/remote visits & training sessions.
• Schedule & conduct visits where other departments have identified a need.
• Monitor high‑volume call loggers to see if they'd benefit from additional training.
• Examine usage reports to identify if a customer becomes disengaged or exhibits unusual usage behaviour.
• Convert happy customers into reference sites for New Business to use.
• Attend industry events to speak with existing customers.
• Script & conduct customer webinars to showcase new features & ways to utilise LEAP.

• Essential Requirements:

• A minimum of 3‑5 years' experience working in a similar role.
• Legal or accounting background/qualifications.
• Responsible for renewals and quality.
• Nationwide travel approx. 1 to 2 days per week.
• Exceptional organisational skills.
• Superb written & verbal communication.
• Self‑disciplined & self‑motivated.
• A passion for technology.
• Ability to communicate workarounds simply & concisely.
• An understanding of the small law firm's culture & 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…