Customer Success Manager

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.

A Customer Success Manager (CSM) at Litera is responsible for partnering with our customers to deliver on expectations and drive successful outcomes. The CSM acts as a key stakeholder for our customers serving as their advocate and are curious and passionate about guiding adoption, engaging end users, and leveraging data for insights. CSMs work without boundaries across our organization, setting and managing expectations between Litera and the customer to ensure we deliver against success criteria defined and more. CSMs work cross-functionally to provide an exceptional customer experience from welcome and onboarding through their renewal and beyond. CSMs are measured by reoccurring revenue growth and customer sentiment. What matters to our CSMs is that our customers are achieving value from their investment in Litera, ultimately strengthening their trust and commitment in our people, solutions, and brand.

A Day in the Life

A CSM is relationship-focused and leverages their network to build and deepen relationships with buyers, influencers, advocates and at times, the end users themselves for their customers. A CSM will work on a wide range of customers from complex to non-complex, small, and medium-sized firms. A CSM reports to the Manager of Customer Success On a given day, a CSM will spend time:

• Consulting with new and existing customers to coordinate onboarding, discover partnership objectives and develop success plans to drive value

• Review usage data, overcome challenges and proactively working to uncover and mitigate risk

• Discover any additional opportunities to compliment the customer’s Litera workflow and solve other business problems they are facing

• Maintain regular contact with stakeholders and key contacts as well as keep up-to-date strategic success plans. Advocate as their voice and provide regular updates internally ensuring visibility to your customer's need

• CSMs often lead customer onboarding and a cadence of business review presentations

• The CSM works as part of a collaborative team, supporting each other and the needs of our customers.

CSMs are closely aligned with all customer-facing teams, often referred to as the account team, and share a unified goal to make success happen. CSM’s also align internally with Sales, product, and marketing to share success stories, insights and key OKR’s that drive our product forward.

Key Deliverables

• Success plans – Delivering Clarity on what the customer wants to achieve and why, where are they now and what next in the framework of clarity, climate, and competence. Each customer should have an active success plan

• Value Adoption Assessment – Delivering data on what and how the solution is being adopted and therefore identifying areas that may increase productivity or reduce pain

• Quarterly Business Reviews – (or any other regular cadence!). These reviews are to formally agree the priorities and initiatives of the customer and apply the success plan and data from the value adoption to this review so that the customer has a full-service review of their investment.

• Internal Alignment Meetings – You will be the glue between the key players that empower our customers and give Litera opportunities to engage with the relevant information at the right time.

About You

• Passionate about customer success and excellence

• Highly adaptable, quick thinker and inquisitive

• Strong presentation, oral and written communication skills are a must

• Ability to listen and empathize and understand with a professional services industry

• Ability to diligently problem solve and trouble-shoot problems independently

• Interest in technology and confidence to demonstrate products

• 1+ years of recent experience with Customer Success, Professional Services, Consulting and/or Account Management.

• You must be able to manage your customers in a pro-active fashion and educate your customers in how to navigate the Litera world rather than navigate it for them

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.

California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington residents is $55,000 to $70,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Litera offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).