Manager of Client Success

LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has 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-sized 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 800 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.

Meet the Client Success Team
Our Client Success Team is comprised of passionate product experts building trusted client relationships that turn new customers into proud LEAP advocates. A team of friendly, caring problem solvers who thrive on helping others.

You’ll discover all the ins, outs, and unique challenges of our clients as you connect them to cutting-edge software that helps them be more productive and profitable.

The Role

We are seeking an experienced and dynamic Manager of Client Success to lead and inspire our Client Success team. This individual will be responsible for day-to-day team management, strategy implementation, and ensuring performance targets are consistently met. The Manager of Client Success will play a pivotal role in fostering client satisfaction and loyalty, driving team performance, and contributing to organizational success. We are looking for candidates who are located in the Eastern time zone only.

Key Responsibilities

Team Management and Leadership

Provide hands-on leadership to the Client Success team, including Senior Client Success Managers and Client Success Managers.

Set clear goals and expectations for team members and regularly review performance.

Foster a positive, collaborative, and high-performing team culture.

Conduct regular 1:1s, team meetings, and professional development opportunities.

Strategy Implementation

Translate company objectives into actionable plans for the Client Success team.

Lead the rollout of initiatives to enhance client retention, satisfaction, and success.

Monitor and adjust strategies based on performance data, client feedback, and market trends.

Performance Management

Ensure team members meet or exceed KPIs, including customer satisfaction, retention rates, and upsell/cross-sell targets.

Analyze and report on team performance metrics to the Director of Client Success.

Identify areas for improvement and implement targeted coaching or training programs.

Client Advocacy and Issue Resolution

Serve as an escalation point for complex client concerns, ensuring timely and satisfactory resolution.

Represent the voice of the client internally, providing actionable insights to improve products, services, and processes.

Maintain strong relationships with high-value clients as needed.

Operational Excellence

Standardize processes to ensure consistent service delivery across all client segments.

Stay informed about industry best practices and incorporate them into team operations.

Cross-Functional Collaboration

Partner with Sales, Marketing, Product, and Support teams to align efforts and deliver a seamless client experience.

Share insights on client needs and opportunities with Director of Client Success to influence company strategy and product development.

Collaborate with Director of Client Success on the development of new Client Success programs, resources, and tools.

Requirements

Demonstrable experience managing a team of Client Success managers

Exceptional organizational skills and self-discipline

Demonstrable experience in a law firm environment

Positive and professional attitude

Ability to leverage cross functional business and technical resources to provide timely issue resolution

An aptitude for quick learning

An in-depth knowledge of the latest versions of Word, Excel and Outlook

Superb communication skills, both written and verbal

A passion for technology

Ability to leverage data to inform and support critical decisions

Familiarity with dealing with client conflict and frustrations in a positive manner

A clean driver’s license for onsite visits

Preferred (but not required):

An extensive understanding of Legal Accounting rules and bookkeeping

Knowledge of QuickBooks and/or Xero

A thorough understanding of varying law firms' culture and expectations

Benefits

• Medical, Dental and Vision Plans Available
• 401k with Company Matching Program
• Access to ClassPass
• Employee Assistance Plans
• Unlimited PTO
• Company Shares Opportunity

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. We look for the best person for the job.