• Set the overall vision and strategic plan for the Customer Success organization, focusing on driving successful post-sales deployments, customer retention, and customer support • Evaluate opportunities for revenue expansion (seat licenses, product add-ons/cross-sells and other value adds) together with sales team • Work collaboratively with cross-functional teams (Customer Support, Product, Engineering) to resolve internal bottlenecks, identify customer-driven product requests, and deliver daily results to customers • Drive efficiencies in implementation and onboarding to ensure a seamless customer experience • Measure customer satisfaction and implement a plan to respond to feedback and increase reference ability • Grow product adoption through successful onboarding and training initiatives • Be the voice of the customer! Ensure that we can share customer case studies and use cases both externally and internally

Role Description Serve as the primary point of contact for strategic assigned firms, fostering trusted relationships with key stakeholders including firm owners, decision-makers, and LEAP champions and be responsible for maintaining excellent client relationships. - Drive early adoption and long-term success through proactive outreach, regular check-ins, and strategic success planning. - Facilitate recurring business reviews (QBRs) and success check-ins to identify opportunities for increased usage, new integrations, or process automation. - Collaborate cross-functionally with Product, Support, and Training teams to resolve issues, share insights, and improve client experience. - Provide guidance on best practices for billing, reporting, accounting integrations (e.g., QBO, LEDES), and document automation workflows. - Identify and act on expansion and upsell opportunities based on client needs and usage patterns. - Lead and mentor a small team of Client Success Managers, providing coaching, development, and performance feedback to help them grow in their roles. - Contribute to the continuous improvement of Client Success programs, playbooks, and resources that drive scalable engagement across our portfolio. Qualifications - Previous people leadership experience or demonstrated ability to coach and mentor peers or junior team members. - Strong relationship-building and communication skills, with the ability to navigate complex client environments and influence outcomes. - Conflict management & resolution to prevent early churn or client escalations. - Knowledge of accounting and billing processes, including QuickBooks Online, bank reconciliation, LEDES billing, and trust accounting best practices. - Knowledge of Integrations and ability to upsell. - LEAP reporting. - Deliver high level of client interaction with exceptional oral and written communication. - Top candidates will have the ability to think quickly on their feet and thrive in fast-paced environments. 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 $90k-110k dependent upon experience Company Description LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms. Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.

• Build and maintain strong relationships with enterprise customers as their primary post-sale contact, ensuring successful onboarding, adoption, and ongoing value realization • Drive product utilization by aligning capabilities with customer goals, delivering training and enablement, and conducting strategic reviews that demonstrate ROI • Own renewals by proactively monitoring customer health metrics, mitigating risks, and maintaining high satisfaction and retention rates • Act as customer advocate internally, collaborating with Product, Support, and Sales teams to resolve issues and influence roadmaps • Identify upsell and cross-sell opportunities, multi-thread relationships across customer organizations, and partner with Account Managers to expand accounts

• Organize and deliver the ideal onboarding experience for new customers • Manage relationships with customers in commercial operations management for wind and solar farms • Provide guidance on the optimal use of opti.node • Maintain regular contact with customers after onboarding • Identify individual challenges and develop tailored solutions • Collaborate closely with Product Management, Product Owners, and the Sales team