[Remote] Strategic Account Client Success Manager

Note: The job is a remote job and is open to candidates in USA. LEAP Legal Software is a leading provider of software solutions for law firms, dedicated to helping lawyers succeed. They are seeking a Strategic Account Client Success Manager to manage key client relationships, drive software adoption, and ensure customer retention across a portfolio of strategic law firm accounts.ResponsibilitiesOwn the end-to-end relationship for a portfolio of strategic accounts, from onboarding through renewal and beyondServe as a strategic advisor capable of discussing firm performance, operational workflows, financial processes, and business objectivesBuild trusted, multi-level relationships with firm partners, practice managers, and day-to-day usersRun structured business reviews that connect what our software does to what each firm is trying to achieveLead customer adoption initiatives and organizational change efforts across your portfolioDevelop adoption strategies tailored to different user groups — from managing partners to legal assistantsCoordinate with implementation, training, support, and product teams to serve busy legal teams efficientlyHelp firms successfully navigate process and technology changes with confidencePartner with internal teams to support renewals and identify expansion opportunities grounded in real client valueMaintain strong customer retention and satisfaction outcomes across your portfolioSurface opportunities for additional products, services, and strategic initiativesAdvocate for customer needs internally — you're the client's voice inside LEAPIdentify and proactively mitigate renewal risks before they become churnAddress stakeholder concerns early, before they become escalationsDevelop executive-level recovery plans when accounts need to be turned aroundMaintain accurate account health assessments and forecasting, and act early when the data tells you something's offSkills5+ years in client success, account management, or a similar client-facing role, ideally in B2B SaaSExperience with legal accounting — trust accounting, billing, and law firm financial workflows — and the ability to speak credibly with firm bookkeepers and finance staffA track record of managing strategic or enterprise accounts and hitting retention targetsConfidence 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 dayStrong command of adoption and health metrics, and the judgement to know which numbers matterClear, warm communication — in writing, in meetings, and when the news isn't easyCuriosity about the legal industry; experience in LegalTech or professional services is a plus, not a prerequisiteBenefitsHealth 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 DisabilityTraining & DevelopmentWork From HomeWellness ResourcesPerformance-driven incentivesFlexible remote workA generous Parenting PolicyCompany OverviewLEAP is a Case management & Accounting software committed to consistently providing world-class practice management software. It was founded in 1992, and is headquartered in Edinburgh, Edinburgh, City of, GBR, with a workforce of 501-1000 employees. Its website is https://www.leaplegalsoftware.com/.