Note: The job is a remote job and is open to candidates in USA. LEAP Legal Software is a leading provider of software solutions for law firms, dedicated to helping lawyers succeed. They are seeking a Strategic Account Client Success Manager to manage key client relationships, drive software adoption, and ensure customer retention across a portfolio of strategic law firm accounts.
Responsibilities
- Own the end-to-end relationship for a portfolio of strategic accounts, from onboarding through renewal and beyond
- Serve as a strategic advisor capable of discussing firm performance, operational workflows, financial processes, and business objectives
- Build trusted, multi-level relationships with firm partners, practice managers, and day-to-day users
- Run structured business reviews that connect what our software does to what each firm is trying to achieve
- Lead customer adoption initiatives and organizational change efforts across your portfolio
- Develop adoption strategies tailored to different user groups — from managing partners to legal assistants
- Coordinate with implementation, training, support, and product teams to serve busy legal teams efficiently
- Help firms successfully navigate process and technology changes with confidence
- Partner with internal teams to support renewals and identify expansion opportunities grounded in real client value
- Maintain strong customer retention and satisfaction outcomes across your portfolio
- Surface opportunities for additional products, services, and strategic initiatives
- Advocate for customer needs internally — you're the client's voice inside LEAP
- Identify and proactively mitigate renewal risks before they become churn
- Address stakeholder concerns early, before they become escalations
- Develop executive-level recovery plans when accounts need to be turned around
- Maintain accurate account health assessments and forecasting, and act early when the data tells you something's off
Skills
- 5+ years in client success, account management, or a similar client-facing role, ideally in B2B SaaS
- Experience with legal accounting — trust accounting, billing, and law firm financial workflows — and the ability to speak credibly with firm bookkeepers and finance staff
- A track record of managing strategic or enterprise accounts and hitting retention targets
- Confidence working with senior stakeholders — you can hold a commercial conversation with a managing partner and a workflow conversation with a legal assistant, on the same day
- Strong command of adoption and health metrics, and the judgement to know which numbers matter
- Clear, warm communication — in writing, in meetings, and when the news isn't easy
- Curiosity about the legal industry; experience in LegalTech or professional services is a plus, not a prerequisite
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Work From Home
- Wellness Resources
- Performance-driven incentives
- Flexible remote work
- A generous Parenting Policy
Company Overview
LEAP is a Case management & Accounting software committed to consistently providing world-class practice management software. It was founded in 1992, and is headquartered in Edinburgh, Edinburgh, City of, GBR, with a workforce of 501-1000 employees. Its website is https://www.leaplegalsoftware.com/.