Strategic Account Client Success Manager

"Be the reason great law firms stay with LEAP."

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.

What you'll do

You'll be the face of LEAP for our high-value clients, making sure they get genuine, measurable value from our software at every stage of their journey.

Strategic Relationship Management

• 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

Adoption & Change Management

• 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

Renewal & Growth

• 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

Risk Management

• 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

What success looks like

• High customer retention and renewal rates
• Strong executive stakeholder engagement
• Increased product adoption and utilization
• Measurable customer business outcomes
• Growth within existing customer accounts
• Positive customer advocacy and reference ability
• Successful execution of strategic account plans

• 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

Why LEAP

Tech for good. Over 30 years pioneering LegalTech, with industry-leading software, an Employee Share Plan, and a purpose that matters: helping lawyers who help people in their communities.

The best of you. You'll be equipped to succeed from day one — the best tools, real resources, and a diverse global network of passionate LEAPsters who share what they know.

Encouraged to thrive. We trust you to take charge of your career. Successes are celebrated, potential is invested in, and you'll have genuine flexibility in how and where you work.

Ready to discover the Human Side of cutting-edge tech?

Apply now and tell us about a client relationship you're proud of — we'd love to hear the story.

The salary range for this position sits at $115k-$125k OTE dependent upon experience.

• 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

LIFE @ LEAP

LEAP is all about impact, growth and ownership. We’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other and driven by the difference we can make together.

LEAPster culture is about prioritizing and celebrating the incredible humans behind our market-leading technology. Think performance-driven incentives, flexible remote work, a generous Parenting Policy, and so much more.

We strongly believe that mutual trust, personal development and career progression are at the heart of a healthy, high-performing culture and we’re committed to empowering LEAPsters with resources, and ongoing support to define a career with us. With us, your career will grow as you do, with opportunities to step into new roles, and explore new departments in this innovative industry.

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. All LEAP employees must ensure ongoing compliance with organizational security policies, standards, procedures, and control frameworks including risk management and incident management processes.