Role Description Be the reason great law firms stay with LEAP. We're looking for a Strategic Account Client Success Manager to be the trusted partner for our strategic law firm clients — owning the relationship, driving adoption, and protecting retention across a portfolio of strategic accounts. What you'll do: - Strategic Relationship Management - 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. - Adoption & Change Management - 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. - Renewal & Growth - 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. - Risk Management - 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. Qualifications - 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. Company Description LEAP is all about impact, growth and ownership. We’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other and driven by the difference we can make together. - LEAPster culture is about prioritizing and celebrating the incredible humans behind our market-leading technology. - Think performance-driven incentives, flexible remote work, a generous Parenting Policy, and so much more. - We strongly believe that mutual trust, personal development and career progression are at the heart of a healthy, high-performing culture. - We’re committed to empowering LEAPsters with resources, and ongoing support to define a career with us.

• Strategic partnership leadership - leading optimization strategies with external partners to grow revenue, reduce costs and deliver results for our customers • Leverage domain expertise to craft a vision and prioritize a roadmap for a suite of products • Influence the development of products that are not just reliable, scalable, and secure, but also create a competitive advantage • Proactively coordinate with and align stakeholders, technical leaders, and other product managers, communicating product roadmap and go-to-market plans. • Develop, monitor, and synthesize business and adoption metrics, and other relevant indicators for success. • Create a feedback loop from customer signals into the product roadmap. • Mentor other product experts, setting and maintaining a higher bar for collective product quality • Be the champion of the Product Operations function by contributing to hiring and retaining the best contributors. • Assist in creating and maintaining frameworks for managing bugs, feature requests, and product lifecycle processes, ensuring clear workflows and prioritization. • Provide operational leadership for cross-functional programs spanning multiple teams, managing execution and alignment with strategic organizational outcomes. • Serve as a key point of contact for internal stakeholders, providing training and documentation to support product adoption and operational excellence.

• Own strategic creator partnerships. Manage and grow a portfolio of top-tier influencers and creators, anticipating their needs and building for long-term retention and success. • Drive performance and growth. Analyze creator performance data and deliver actionable recommendations to grow earnings. Build reporting and operational resources that support both strategic planning and day-to-day execution. • Collaborate cross-functionally. Partner with Brand, Influencer, Product, and Data teams to make sure creator needs are reflected in what we build and how we operate. • Be the voice of the creator. Advocate for creators across departments and build feedback loops between creators and Product, ensuring the roadmap solves for real creator pain points. • Own retention metrics. Take ownership of the numbers that define success, including monthly active creators, earnings growth, and creator NPS.

• Co-create comprehensive business plans with strategic partners, aligning data-driven insights with their revenue, growth, and operational goals. • Serve as the trusted, executive-level point of contact for top enterprise accounts. Elevate everyday conversations from tactical campaign delivery to high-impact business outcomes. • Co-lead Executive Business Reviews and strategic planning sessions, developing compelling narratives that connect program outcomes to the partner's broader goals. • Independently pull, aggregate, and validate disparate datasets from internal databases. • Measure the direct financial and brand ROI of sampling and creator campaigns. • Act as the internal architect for how we measure success. Master our proprietary ROI frameworks while proactively partnering with product marketing on competitor methodologies, A/B testing models, and market trends to ensure our tracking infrastructure remains best-in-class. • Design and monitor rigorous client success metrics, usage trackers, and data scorecards to track performance against shared partnership goals. • Partner closely with Sales and Account Management leadership on account planning, whitespace identification, and deal shaping to drive renewal/rebuy strategy. • Serve as the primary insights stakeholder to Product and Engineering teams. Translate complex partner reporting needs into precise technical requirements and specifications to automate and scale our data pipelines and internal ROI dashboards. • Package complex data into clear, concise, and visually compelling presentations/dashboards to be shared directly with clients. • Participate in strategic client meetings to present data findings, answer technical methodologies questions, and demonstrate product value.