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.

• Gerenciar o pipeline de expansão, mantendo o CRM organizado e atualizado • Realizar demonstrações do produto, com foco em simplificar a complexidade e mostrar exatamente como beneficiará o cliente • Conduzir a negociação de valores, contornar objeções e acompanhar o cliente até o fechamento da venda • Atuar de forma clara para construir a confiança na tecnologia, desmistificando o produto e garantindo que o cliente entenda o que esperar dele (e o que ele não faz).

Role Description The Client Success Associate (CSA) is an entry-level, back-office role designed to support Senior Client Success Managers (CSMs) in delivering an exceptional client experience and driving customer success outcomes. This role focuses on behind-the-scenes execution, operational and functional support, and data management to ensure seamless client engagement and account health. The CSA plays a critical role in enabling CSMs to focus on strategic relationship management by handling system analytics, along with functional and coordination tasks. This position is ideal for someone early in their career who is detail-oriented, analytical, and eager to grow within Client Success. Responsibilities and Expectations - Workbench Refinements - Support accounts by thoroughly evaluating client data across internal policies and Oversight applications to identify policy and procedure problem areas and recommend best practices and improvement opportunities based on client preferences. - Prepare refinement suggestions for best-in-class system optimization and to increase the client’s true positive rate. - Brief CSMs on recommendations, best practices, and refinement opportunities post evaluation. - Prepare documentation needed to present improvements and partner with CSMs to present to clients when needed. - Prepare additional documents as needed including but not limited to – standard operating procedure documents, policy and procedure clarifications, and tips and tricks. - Utilize AI agents to align configurations to policies and provide information and modification suggestions to CSMs. - CSM Support & Account Operations - Prepare materials for client meetings, including reports, presentations, and data summaries. - Maintain accurate and up-to-date client records in Client Success platforms. - Assist in tracking client KPIs, renewals, and account health metrics. - Submit Support tickets and work with Support on behalf of the client to ensure configurations and assignments are applied accurately and smoothly. - Data Management & Reporting - Compile and analyze client data to support business reviews and strategic discussions. - Generate recurring reports on product usage, performance, and client outcomes. - Identify trends or anomalies in client data and escalate insights. - Cross-Functional Coordination - Coordinate with internal teams (Implementation, Delivery, Product, Support, Finance) to ensure timely execution of client-related tasks including refinements and professional service projects. - Track and follow up on action items from internal and client meetings regarding system modifications. - Help manage internal workflows to ensure client deliverables are completed on time. - Process & Documentation - Maintain internal documentation, customer refinements, and customer standard operating procedures. - Track system module utilization and changes in workflow. - Product & Platform Support - Develop foundational knowledge of Oversight products and capabilities. - Assist with basic client inquiries and route more complex issues to appropriate teams. - Support product adoption efforts through reporting and tracking usage metrics. Qualifications - Advanced experience in auditing, financial data analysis, or data analytics as a practitioner, or with complementary or competitive products and services. - Strong attention to detail and organizational skills. - Excellent written and verbal communication skills. - Proficiency in Microsoft Excel, PowerPoint, and CRM systems. - Familiarity with Client Success and/or AI software is a plus. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. - Strong collaboration skills and willingness to learn from cross-functional teams. Career Growth This role is designed as a foundational step toward a Client Success Manager career path. High-performing Client Success Associates will have opportunities to grow into client-facing roles with increasing responsibility for account ownership and strategy. Key Success Metrics - Accuracy and timeliness of reporting and data management. - Effectiveness in supporting CSMs and improving team efficiency. - Quality and completeness of client documentation. - Responsiveness to internal and client-related requests. - Contribution to overall client retention and satisfaction.