Hybrid Customer Success Manager

at LEAP Wealth

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Manchester, United Kingdom

About the role

• Customer Success Manager ensuring long-term customer retention and satisfaction with LEAP software for law firms. Engaging clients nationally and conducting training and support to drive product adoption.

Responsibilities

• **What you'll do**
• You will ensure long-term retention of our customers, maximising their satisfaction with, and loyalty to, LEAP and minimising customer churn.
• Serving as a brand ambassador for LEAP and a subject-matter expert in our software. You will be talking to and meeting with our customers nationwide to ensure that they’re making the most of their LEAP case management software subscription.
• In this role, you will:
• 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 your 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 escalate 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.

Requirements

• **What you'll bring**
• **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.

Benefits

• **What you'll get**
• A friendly, supportive, and driven company culture, where innovation and collaboration are at the heart of what we do.
• You will receive a competitive salary, a generous car allowance, and an excellent benefits package:
• LEAP pays 8% of your salary into your pension.
• Private health insurance, including optical and dental.
• £80 a month gym contribution.
• Life insurance cover.
• Employee Assistance Program.
• 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 – We offer 1 day per year for a charity of your choice.
• Free healthy breakfast, light lunch, and snacks.
• A dog friendly office.