Job Description
Join Our Team at Litera: Where Legal Technology Meets Excellence
Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work.
The Associate Customer Success Manager is an extremely strong multi-tasker who wants to grow their customer success experience and face one of the toughest challenges in the business. This role is part of our tech touch team, supporting a wide network of Litera’s customers across multiple segments.
This role will combine a focus on pioneering high-volume customer success processes, strategies and messaging for many of our customers (over 12,000 law firms). You’ll take what we know works across our more hands-on customer base and work with CS leadership, revenue, marketing, and product to build a best-in class low-touch success model.
Ultimately your job is about executing the tech touch playbook, handling day-to-day account needs across the business line including responding to NPS feedback, addressing customer inquiries, and directing customers to the correct resource. You’ll also serve internally as the voice of the customer. Your success will be measured on NPS (happy customers) and Gross Retention (loyal customers).
Key Responsibilities
Respond to NPS feedback and apply learning to the responsibilities below to create a more efficient engagement strategy
Analyze inbound requests from small and corporate customers and provide timely communications to these same customers
Drive engagement across the small law base through automated strategies that help you develop and execute
Help build the playbook for our tech touch strategy and use sub playbooks in Gainsight to manage each scenario with groups of customers
Help shape future product trainings and resources by taking on feedback and sharing it with the customer enablement team
Work extremely closely with Customer Communications manager so that customers know exactly who to reach out to for what and are never without a voice
Represent small law/corporate customers and drive the awareness of key resources via omnichannel (social media, website, email, marketing, events, etc)
About You
Be able to embrace change with optimism and positivity!
Friendly, optimistic, and an extremely good communicator
Organized with the ability to multi-task with multiple customer scenarios
Experience managing large volumes of customers a benefit
Customer facing experience - Great written English skills
Technology-minded, comfortable with Salesforce, MS Word, MS Excel, and similar tools
Creative mindset to identify the needs of our customers, help work with the team to identify communication strategies, and execute on those strategies
Team player who is confident to share your own unique superpower
Why Join Litera?
The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.
Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles.
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.