Client Success Manager

About the Role

Join our Client Success team as a dedicated product specialist who fosters trusted relationships with clients, transforming new users into enthusiastic advocates for LEAP Legal Software. Our team is known for its friendly and caring approach, committed to simplifying client onboarding and helping clients leverage LEAP's innovative software to enhance productivity and profitability.

Key Responsibilities

• Develop comprehensive expertise in LEAP Software including its legal content and partner integrations.
• Grasp and effectively communicate LEAP's position and philosophy within the market to external stakeholders.
• Collaborate with support teams to relay client needs and coordinate issue resolution across departments.
• Work cross-functionally to lead initiatives, test product updates, and track their impact on adoption and client retention.
• Analyze and report on client onboarding processes and product adoption key performance indicators.
• Serve as the client's advocate by recognizing patterns and gaps from client feedback and communications.
• Maintain regular contact with clients to ensure full utilization of LEAP’s features, implementing strategies to enhance usage when needed.
• Showcase continued value and enhancements of the software to clients through webinars and tutorials.
• Engage with key clients by conducting meetings and clearly communicating LEAP's benefits.

Qualifications and Experience

• Minimum of 2 years experience in a client-facing role within a technology company or relevant legal sector background.
• Outstanding organizational and self-management abilities.
• Skilled at using cross-functional business and technical resources to achieve timely problem resolution.
• Deep understanding of diverse law firm cultures and client expectations.
• LEAP certification or demonstrated quick grasp of new technologies.
• Proficient with current versions of Microsoft Word, Excel, and Outlook.
• Capable of utilizing data to support informed decision-making.
• Experienced in engaging constructively with clients during conflicts and frustrations.
• Valuable additional expertise includes knowledge of legal accounting principles, bookkeeping, and familiarity with QuickBooks, Xero, Gainsight, and Salesforce.

Benefits and Compensation

• Access to medical, dental, and vision insurance plans.
• Opportunity to work fully remotely.
• Participation in a 401k plan with employer matching contributions.
• Virtual social events for team engagement.
• Employee assistance programs for support and wellbeing.
• Flexible paid time off policy.
• Opportunity to acquire company shares.
• Competitive salary range between $80,000 and $90,000, commensurate with experience.

Equal Opportunity Statement

We embrace diversity and equal opportunity in the workplace, welcoming applications from all qualified candidates regardless of race, gender, disability, religion or belief, sexual orientation, or age. Our recruitment process focuses on selecting the best fit for the role.