• Define and evolve the Client Success service model for a portfolio-based segment, including segmentation, coverage approach, engagement cadences, and value-delivery motions for lower-ACV clients. • Design scalable ways for clients to experience the value of Included Health without relying on high-frequency 1:1 touchpoints. • Establish clear standards for how CSMs prioritize portfolios, manage risk, and deliver consistent client outcomes at scale. • Lead, coach, and develop a team of Client Success Managers responsible for a large portfolio of clients. • Ensure the team drives client adoption, value realization, and renewal readiness across the portfolio. • Partner cross-functionally with Sales, Product, Marketing, Operations, and Finance to improve the end-to-end client experience.

• Serves as the primary post-sale point of contact for clients • Work as a Trusted Advisor to provide strategic guidance and a path to value with clients. • Actively manage a portfolio of assigned accounts so that clients may achieve their positive business outcomes • Responsible for all post-sale activities as part of the clients’ journey, including business outcome planning (ROI) and conducting Quarterly Business Reviews (QBR) with key decision makers • Use in-depth knowledge of client industry and/or business processes, deep knowledge of the product(s) being sold and technical expertise to drive and increase adoption and utilization and ensure a successful renewal • Contribute to revenue expansion and retention by identifying and addressing renewal risk and product adoption roadblocks as well as identifying opportunities for growth • Monitor client usage data, health indicators, renewal dates, and growth opportunities and translate them into strategies for success • Coordinate with implementation teams to ensure solution delivery meets or exceeds contracted SLAs and KPIs • Are the internal voice of the customer by proactively working with cross-functional teams to channel client feedback and problems into enhancements and solutions • This role is intended for a professional who has wide-ranging experience

Role Description At Orchard, Agent Success Associates play a crucial role in ensuring the success of our agents. We are dedicated to supporting both current agents and new recruits through effective onboarding and ongoing assistance. Our dynamic team collaborates with Training and Product teams to manage systems and processes aimed at achieving agent excellence. This is a full-time remote position reporting to the Senior Manager of Transaction Operations. The role requires a strong commitment to customer service and availability to work Central Time hours from 8:00 AM–5:00 PM CST, including one Saturday per month. What You’ll Do Here: - Monitor and manage Agent Workflow requests by updating Orchard systems and escalating issues to cross-functional teams. - Oversee questions and requests on various Slack channels, ensuring prompt and effective responses. - Assess agent readiness by facilitating Listing presentation tests and delivering constructive feedback. - Set up agents in multiple systems and track their compliance to qualify for leads. - Assisting onboarding agents with their first 4 leads. - Monitoring and managing Orchard’s social media accounts. - Facilitate pre-onboarding communications. - Provide 1:1 support to onboarding agents, assisting them with technological issues and general inquiries. Qualifications - 2-3 years of relevant work experience in operations or support. - Proficient in Click up, Slack and a CRM tool (preferably Follow Up Boss). - Excellent communication and collaboration skills. - Ability to multitask and prioritize effectively in a fast-paced environment. - Professional demeanor and ability to foster positive interactions with internal and external stakeholders. Company Description Orchard’s mission is to make home buying and selling, stress free, fair and simple. For the average American, the home purchase and sale process takes months, creates anxiety, and is filled with uncertainty and hassle. Orchard has reimagined the end-to-end experience of buying and selling, from innovative home search tools to find the perfect home to the ability to buy a new home before selling your current one. Orchard customers manage the entire experience through a personalized online dashboard, while also getting the support of best-in-class Orchard real estate agents. Headquartered in New York City with teammates across the US, Orchard has 150+ full time employees and 600+ real estate agents. We have financing from top-tier investors including Revolution Growth, Firstmark, Accomplice, Navitas and Juxtapose, who have also backed the likes of Pinterest, AirBnb, Shopify and Sweetgreen. We're proud to have been recognized by Crain's, Inc. 5000, Glassdoor, Parity.org and Built In on their lists of best places to work.

Role Description Our Client Success Managers are the passionate product experts building trusted client relationships that turn new customers into proud LEAP advocates. A team of friendly, caring problem solvers who thrive on helping others. From complaint handling and cancellation management to upselling and cross training on additional features, the team makes sure joining LEAP is as simple and intuitive as humanly possible. You’ll discover all the ins, outs, and unique challenges of our clients as you connect them to cutting edge software that helps them be more productive and profitable. What You'll Do - 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 - 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 onboarding & 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 - Focus on key clients via meetings and providing clear communication about the value of LEAP Qualifications - 2+ years’ experience in a client facing role with a technology company or Legal background - Exceptional organizational skills and self-discipline - Ability to leverage cross functional business and technical resources to provide timely issue resolution - A thorough understanding of varying law firm’s culture and expectations - LEAP certification, or an aptitude for quick learning - An in-depth knowledge of the latest versions of Word, Excel and Outlook - Ability to leverage data to inform and support critical decisions - Familiarity with dealing with client conflict and frustrations in a positive manner Additional Qualities - An extensive understanding of Legal Accounting rules and bookkeeping - Knowledge of QuickBooks, Xero, Gainsight and/or Salesforce Benefits - Medical, Dental and Vision Plans Available - Fully remote work - 401k with Company Matching Program - Virtual Staff Events - Employee Assistance Plans - Flexible Annual Leave - Company Shares Opportunity - Salary range $80k-90k dependent upon experience Equal Opportunities Statement We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. We look for the best person for the job.