Strategic Account Client Success Manager

Role Overview

• 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.
• 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

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

Benefits

• 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