Manage, lead, and mentor the Client Success team
Oversee processes for minimizing churn, managing client risk, and driving product value, ensuring retention revenue growth and satisfaction
Develop and maintain deep expertise in LEAP, including legal content, AI capabilities, and integrated partner solutions
Understand the LEAP product ethos, value proposition, and position in the marketplace, confidently communicating this to clients and external stakeholders
Work with varying departments to implement, test, and measure initiatives and product updates aimed at improving adoption, client experience, and retention
Educate and empower clients on LEAP’s innovative features through client webinars, newsletters, and best practice initiatives, driving early adoption, efficiency, and productivity
Identify at-risk clients using health indicators, usage data, and engagement signals, and lead proactive intervention strategies to mitigate churn
Serve as the senior escalation lead for high-risk client situations, guiding de-escalation, coordinating cross-functional efforts, and protecting client relationships and retention
Provide structured feedback to LEAP teams on client needs, trends, and pain points, and lead cross-departmental collaboration to resolve issues
Measure, analyze, and report on client product adoption KPIs, engagement metrics, and success outcomes
Maintain regular client engagement processes throughout the lifecycle, ensuring clients are maximizing LEAP’s capabilities and implementing success strategies where adoption is low
Recruit, onboard, and develop new members for the Client Success team

Requirements

5+ years of experience in a similar client-facing role with a technology company
Experienced seasoned manager with outstanding leadership, mentoring, and recruiting skills
Ability to leverage data to inform and support critical decisions
Familiarity with dealing with client conflict in a positive manner
Exceptional organizational skills and self-discipline
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
Preferred (but not required):
An understanding of Legal Accounting rules and bookkeeping
Familiarity with Gainsight and Tableau
Knowledge of QuickBooks and/or Xero
A thorough understanding of varying law firms' culture and expectations

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

client product adoptionengagement metricsKPI measurementdata analysisconflict resolutionlegal accountingbookkeeping

Soft Skills

leadershipmentoringrecruitingorganizational skillsself-disciplinecommunication skillspositive attitudequick learning