Customer Success Manager – Manchester office
About LEAP
LEAP is the leading provider of Legal Practice Productivity Solutions worldwide and is part of ATI, one of the largest international LegalTech companies. Over 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‑size 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 1,000 LEAPster team members across Australia, Canada, the United States, the United Kingdom, Ireland, Poland, and New Zealand, you'll find yourself in good company here.
What you'll do
* Develop and maintain an outstanding knowledge of LEAP software and its companion products.
* Promote the full suite of LEAP products and 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 and identify any immediate areas of concern.
* Touch base with customers throughout their lifecycle to ensure they are up to date with our latest developments and using LEAP to its full potential.
* Analyse customer health metrics, NPS results, and other feedback to identify customers who are not re‑aping the full benefit of LEAP.
* Reach out pre‑renewal to identify and resolve any potential issues before they lead to churn.
* Identify the need for, schedule, and conduct on‑site/remote visits and training sessions.
* Schedule and conduct visits where other departments have identified a need.
* Monitor high‑volume call logs to determine if customers would benefit from additional training.
* Examine usage reports to identify disengaged or unusually‑behaving customers.
* Convert happy customers into reference sites for New Business to use.
* Attend industry events to speak with existing customers.
* Script and conduct customer webinars to showcase new features and ways to utilise LEAP.
What You'll Bring
Essential Requirements:
* Minimum 3‑5 years’ experience in a similar role.
* Legal or accounting background/qualifications.
* Experience managing renewals and quality.
* Nationwide travel, approximately 1‑2 days per week.
* Exceptional organisational skills.
* Superb written and verbal communication.
* Self‑disciplined and self‑motivated.
* A passion for technology.
* Ability to communicate workarounds simply and concisely.
* Understanding of the small law firm culture and expectations.
* Knowledge of Solicitor’s Account Rules.
* On‑site training experience.
* Basic Xero knowledge.
* Exhaustive knowledge of Microsoft Word, Excel, and Outlook.
* Access to a car and ability to drive (generous car allowance provided).
* Articulate and well‑presented.
Desirable Requirements:
* Excellent applied LEAP knowledge – LEAP certification preferable.
* Experience troubleshooting common LEAP issues.
Benefits
* LEAP pays 8 % of your salary into your pension.
* Private health insurance, including optical and dental.
* £80 per month gym contribution.
* Life insurance cover.
* Employee Assistance Programme.
* 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.
* A dog‑friendly office.
Life at LEAP
LEAP is all about impact, growth, and ownership. We’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other, and driven by the difference we can make together.
LEAPster culture is about prioritising and celebrating the incredible humans behind our market‑leading technology. Think flexible hybrid work, enhanced parenting policy, regular social events, free gym membership, and so much more.
We strongly believe that personal development and career progression are at the heart of a healthy, high‑performing culture, and we’re committed to empowering LEAPsters with resources and career pathways to explore. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments, and even work abroad.
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.
It’s fine to use AI to help with your application – just keep it genuine and make sure it reflects you.
A real person will read your CV and chat with you if you’re invited to interview. We want to get to know the real you, not just ChatGPT!
Closing Date
Friday, 28th November.
We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible.
Referrals increase your chances of interviewing at LEAP Legal Software by 2x.
Get notified about new Customer Success Manager jobs in Manchester, England, United Kingdom.
#J-18808-Ljbffr