Senior Client Success Manager
About The Position
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 1000 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 a group of proactive, relationship-driven professionals dedicated to ensuring our clients achieve measurable value from their LEAP investment. We’re trusted advisors, adoption champions, and strategic partners who turn satisfied clients into enthusiastic advocates. You’ll partner with law firms to help them reach their goals, maximize efficiency through LEAP’s technology, and deepen engagement across the client lifecycle.
Requirements
- Previous people leadership experience or demonstrated ability to coach and mentor peers or junior team members.
- Strong relationship-building and communication skills, with the ability to navigate complex client environments and influence outcomes.
- Conflict management & resolution to prevent early churn or client escalations.
- Knowledge of accounting and billing processes, including QuickBooks Online, bank reconciliation, LEDES billing, and trust accounting best practices.
- Knowledge of Integrations and ability to upsell.
- LEAP reporting.
- Deliver high level of client interaction with exceptional oral and written communication.
- Top candidates will have the ability to think on quickly on their feet and thrive in fast paced environments
Responsibilities
- Serve as the primary point of contact for strategic assigned firms, fostering trusted relationships with key stakeholders including firm owners, decision-makers, and LEAP champions and be responsible for maintaining excellent client relationships
- Drive early adoption and long-term success through proactive outreach, regular check-ins, and strategic success planning.
- Facilitate recurring business reviews (QBRs) and success check-ins to identify opportunities for increased usage, new integrations, or process automation.
- Collaborate cross-functionally with Product, Support, and Training teams to resolve issues, share insights, and improve client experience.
- Provide guidance on best practices for billing, reporting, accounting integrations (e.g., QBO, LEDES), and document automation workflows.
- Identify and act on expansion and upsell opportunities based on client needs and usage patterns.
- Lead and mentor a small team of Client Success Managers, providing coaching, development, and performance feedback to help them grow in their roles.
- Contribute to the continuous improvement of Client Success programs, playbooks, and resources that drive scalable engagement across our portfolio.
Benefits
- Medical, Dental and Vision Plans Available
- Fully remote work
- 401k with Company Matching Program
- Virtual Staff Events
- Employee Assistance Plans
- Flexible Annual Leave
- Company Shares Opportunity
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
