Strategic Account Client Success Manager
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Job Description
Strategic Account Client Success Manager at LEAP building relationships and driving software adoption for law firm clients. Managing strategic accounts, renewals, and ensuring client success for maximum value.
Responsibilities:
- 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
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