Strategic Account Client Success Manager

LEAP Legal Software

4d•$115,000 - $125,000•Remote

About The Position

At LEAP, we build the world's leading software for law firms — and we've been doing it for over 30 years. Our purpose is simple: we help lawyers who help people. Behind that purpose is a global community of LEAPsters who are trusted with autonomy, equipped to succeed from day one, and encouraged to thrive. We're looking for a Strategic Account Client Success Manager to be the trusted partner for our strategic law firm clients — owning the relationship, driving adoption, and protecting retention across a portfolio of strategic accounts.

Requirements

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

Nice To Haves

experience in LegalTech or professional services

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