• 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

• Provide specific CRM-related services to assigned campus partners, most typically CRM Consulting (either project or hours-based), Slate system implementations, or Slate-hosted communications development • Be a positive representative of Encoura and our brand in the marketplace, conducting all activities with the highest degree of professionalism and integrity • Engage virtually with Encoura CRM Solutions campus partners using several web-calling services such as Zoom, etc. with a high level of comfortability leading conversations while demonstrating concepts • Manage and work with sensitive and legally protected student data on behalf of Encoura campus partners; maintain knowledge on requirements for handling sensitive student data • Provide feedback to the VP, CRM Solutions on ways to accelerate the sales cycle, enhance sales, and improve company brand and reputation • Provide feedback to VP, CRM Solutions on market trends, competitive threats, unmet needs, and opportunities to deliver greater value to clients by extending company offerings

• Serve as the primary relationship owner for a portfolio of strategic accounts across the full lifecycle—from onboarding through renewal and expansion. • Understand and align to each client’s business objectives, industry context, and success measures. • Conduct regular business reviews and success checkpoints to communicate progress and reinforce impact. • Proactively engage clients to understand their evolving needs and position Rithum’s offerings accordingly. • Manage escalations with professionalism, urgency, and confidence to maintain strong client trust. • Lead onboarding and implementation efforts, ensuring a strong start through customized guidance and strategic alignment. • Build consultative relationships that connect Rithum’s solutions to the client’s business strategy and challenges. • Monitor account health using data and client insights to proactively identify risks and develop mitigation strategies. • Facilitate enablement sessions that improve product adoption and drive business outcomes. • Partner cross-functionally with internal teams to surface client feedback and influence roadmap priorities. • Coach and mentor less experienced Client Success Managers to support team growth and consistency. • Identify and nurture opportunities for upsell and cross-sell that align to the client’s strategic goals and current usage. • Partner with Account Executives to support account planning and execute expansion strategies. • Position new capabilities and services in the context of client needs and competitive pressures. • Support the development of growth plans that help clients realize additional value from their investment in Rithum. • Own and execute the renewal process for each account, ensuring accuracy, timeliness, and alignment with client expectations. • Collaborate with Sales, Legal, and Finance on contract terms, packaging changes, pricing, and approvals. • Provide clear, early forecasts of renewal likelihood and engage proactively to address risks. • Navigate renewal conversations with client stakeholders with transparency and a focus on long-term value.

• Strategic Account Ownership: Serve as the primary relationship owner for a portfolio of high-impact university partners, developing and executing strategic account plans that align institutional goals with Mantra’s services. • Retention & Growth Leadership: Drive outcomes across renewal, expansion, and satisfaction by aligning value with partner priorities, leading contract discussions, and creating account stickiness through multi-threaded engagement. • Data-Driven Storytelling: Regularly prepare and deliver executive-level presentations, product demonstrations, and QBRs/EBRs that translate utilization and outcomes data into compelling insights that reinforce ROI and fuel partner advocacy. • Cross-Functional Collaboration: Partner internally with Clinical, Marketing, Product, and Implementation teams to ensure partner needs are met, feedback is actioned, and new services are launched successfully. • Implementation and Change Management Facilitation: Support partners through implementations and transitions such as leadership changes, shifting funding structures, or onboarding new campuses by aligning stakeholders, easing adoption, and reinforcing long-term success. • Revenue Driver: Meet quarterly and annual revenue targets through renewals, expansions and cross-sell efforts while helping to bring new product and services to market.