• Act as a support resource and secondary point of contact for assigned customers, working closely with designated Payer and Partner Customer Success Managers to ensure seamless service delivery. • Collaborate with the cross-functional teams to resolve customer issues and ensure a seamless customer and member experience. • Participate actively in customer meetings under the direction of the Payer Customer Success Managers, coordinating, supporting and addressing customer needs and concerns. • Assist in the creation and maintenance of project management documentation such as Gainsight and Asana Customer Dashboards, ensuring adherence to client deadlines, internal team SLAs, and providing regular updates to CSMs and customers. • Maintain accurate customer information in Spring Health Admin, including detailed notes and auditing to ensure precise setup. • Investigate and resolve member issues, collaborating with respective Payer CSMs on resolution steps and providing comprehensive, detailed follow up. • Track and maintain all cross-functional requests, i.e. reporting, marketing, invoicing, product/engineering, and clinical support requirements meticulously, ensuring timely delivery to the assigned CSM for action. • Compile Quarterly Business Review (QBR) slide decks by extracting data from Looker and other relevant sources, providing insights into customer performance, and contributing to the CSM’s report narrative. • Coordinate the preparation and distribution of member marketing materials, including organizing customer events and attending Spring Virtual Events, where applicable. • Building relationships through collaboration across departments, including product, operations, data science, and marketing, to ensure a holistic approach to customer success. • Act as key support of the customer relationship continuity by managing incoming client requests, escalations, and updates in the account owner’s absence • Assists in coordinating transition planning, documentation, and communication to ensure minimal disruption to the customer support or member experience during account transitions • Manage open tickets efficiently, ensuring deadlines are met and contributing to reporting updates and enhancements to drive overall team success. • Up to 15% travel time

• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle • Partner with a cross-functional account team to develop a territory plan that maximizes customer satisfaction, retention, and expansion • Develop and execute a data-driven enablement strategy that increases customer adoption, showcases product value, and strengthens customer relationships • Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account • Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet • Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction • Be the primary interface to manage and resolve critical situations • Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet • Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities • Exceed all performance targets, including maintaining high retention and growth rates • Perform other duties as assigned

Role Description You have a strong account management and technical background and want to leverage your desire to build relationships. You are on a mission to build a team of trusted advisors to customers and strive to ensure their success. You are curious and interested in the details that enable business objectives for those we partner up with. You want to make a big impact and take ownership of process improvements, as well as working directly with a team to implement them. What You'll Do: - Grow a book of customers by leading a team of Customer Success Managers - Use your technical understanding to best support your team managing our customers - Leverage your exceptional success and account manager experience - Maintain a high customer retention rate - Develop strategies to increase revenue retention and drive growth within our customer base - Serve as the voice of our customers to our internal teams - including Product, Sales, and Leadership - Create and document knowledge in a central repository of technical solutions to customer problems - Partner with internal teams to drive best-in-class customer experiences and WOW moments to our customers - Provide coaching, training, and guidance to ensure CSMs meet or exceed their performance goals - Support CSMs and customers on escalations and challenging situations Qualifications - 5+ years of experience in customer success, account management, or a similar role, ideally within a SaaS environment - Strong leadership and team management skills - Proven track record of driving customer satisfaction, retention, and revenue growth - Excellent communication (written and verbal), problem-solving, and relationship-building skills - Ability to analyze data and make strategic recommendations - You are comfortable working in the Google Workspace (Google Sheets and Google Docs) and with Salesforce - Bonus asset: Fluency in a second language Benefits - We're a remote-first company that encourages our employees to work from where they're most productive - We work in tight-knit teams to cultivate an ownership mentality - We cherish curiosity and an obsession for details because we know these details are invaluable over the long run - We're hyper-focused on our achievements and our ability to execute our promises. We act with urgency - Work anywhere in the world for up to 3 months! - We value families, by offering a parental leave program - We offer a work-from-home stipend - Your birthday (and our company's birthday) is a day off! Company Description Leap Tools is an equal opportunity employer committed to fostering an inclusive, equitable, and accessible environment. Accommodations are available on request for candidates taking part in all aspects of the interview process. If you require any accommodation, please contact us at ta@leaptools.com.

• Become a product expert, including the technical workings and practical business application. • Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform. • Develop strategic success plans for your customers segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams. • Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services. • Keep customers informed of process and procedural changes. • Manage the resolution of escalated customer issues. • Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.