Customer Success Manager

The Role

Customer Success Manager - LegalTech

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.

About LEAP

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

The Opportunity

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.

Requirements

What you'll do

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

What you'll bring

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

Desirable

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

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

Benefits

What you'll get

Career & Growth

Generous professional development fund

Support for training, learning, and career progression

Health & Wellbeing

Private health insurance (including dental and optical)

£80 monthly gym contribution

Employee Assistance Programme

Life insurance cover

Financial Benefits

8% employer pension contribution

PerkBox membership with discounts and rewards

Cycle to Work scheme

Access to LEAP Home - a program unique to LEAP to support you in buying your primary residence

Time off

25 days annual leave + 8 bank holidays

Enhanced parental leave

One paid volunteer day each year for a charity of your choice

Work environment

Friendly, supportive, and driven culture

Free healthy breakfast, light lunch, and snacks

Regular socials

Life at LEAP

Discover the human side of cutting edge LegalTech

Life at LEAP

Discover more LEAP opportunities

Closing Date: Friday, 31 July 2026

We may close this vacancy early if we receive a high volume of suitable applications, so we encourage interested candidates to apply as soon as possible.

You’re welcome to use AI tools to support your application, but please ensure your submission reflects your own experience and voice. Every CV is reviewed by a member of our team, and if you’re invited to interview we look forward to getting to know the real you.

#L1-KT1