Client Success Manager

" As a LEAP expert, I see how much good we can do every day for lawyers and their clients."

Client Success Manager, Vancouver, BC

About LEAP
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 teams are passionate product experts who build trusted client relationships that turn new customers into proud LEAP advocates. They are a team of friendly, caring problem solvers who thrive on helping others.

From complaint handling and cancellation management to data extraction and legal services, the team ensures that joining LEAP is as simple and intuitive as possible.

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

The role would suit an individual who enjoys working in a high-pressure environment, can execute tasks quickly and efficiently and work autonomously, as well as in a team. We are looking for someone who is a contributor of ideas and who wants to progress their career in a high-performing culture and high-growth company.

*This role is based on a hybrid job model with 3 days in the office and 2 days working from home.

*This role requires on-site client visits.

What you’ll do

As a Client Success Manager, you will play a crucial role in ensuring the success and satisfaction of our clients (primarily law firms), and will be responsible for building strong relationships with clients, understanding their needs, and ensuring they derive maximum value from our legal software solution.

The role would suit an individual who thrives in a fast-paced environment with rapidly evolving product features, and who can execute tasks quickly and efficiently while working both independently and as part of a team.

You will be responsible for the following:

• Oversee processes for minimizing churn and driving product value, ensuring retention revenue growth and satisfaction. This job focuses on the continued use and adoption of the software by our clients through further training and communications.
• Become a product expert by developing and maintaining an outstanding knowledge of LEAP Software, including legal content and partner software
• Understand the LEAP product ethos and where it sits in the marketplace, and be willing to communicate this to external parties
• Educate and empower clients on LEAP’s innovative features, including AI-powered tools, by providing training, sharing best practices, and promoting early adoption to drive increased efficiency and productivity at their firms
• Provide information to LEAP support staff about client needs and lead issue resolution cross-departmentally.
• Work with cross-functional teams to implement, test, and measure initiatives and product updates to improve adoption and reduce churn
• Measure and report on client on-boarding & product adoption KPI's
• Act as the voice of our clients - identify trends and gaps based on communication and feedback from clients
• Contact clients regularly throughout their life with LEAP, ensuring they are using LEAP to its potential, devising and implementing strategies where they are not doing so
• Demonstrate the continued value and software development to existing clients through webinars and tutorials
  

What you’ll bring

• 2+ years’ experience in a client facing role with a technology company
• 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 extensive understanding of Legal Accounting rules and bookkeeping
• Knowledge of QuickBooks and/or Xero
• A thorough understanding of varying law firms' culture and expectations
  

What you'll get

Why work at LEAP?

There are endless opportunities within our business to progress and grow your career and full training is provided so an aptitude and hunger to learn is essential. We offer:

• Competitive compensation
• Excellent group insurance benefits
• RRSP with employer matching
• Generous Paid Time Off (PTO), including starting at 4 weeks’ vacation, sick days, floater/personal days and volunteer days
• Hybrid working model at our beautiful and modern downtown Toronto office as well as work from home days
• Collaborative and inclusive work environment filled with learning and support

At LEAP,

We care about what we do and the people we work with

We continually improve to be the best

We NEVER EVER GIVE UP!

At LEAP we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities. LEAP is committed to providing accommodations in all parts of the hiring process. If you require accommodation, we will work with you to meet your needs.