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.

The Opportunity

This role reports into the Manager, Customer Success - Large Law, North America and partners with our customers to deliver on expectations and drive successful outcomes. CSMs work cross functionally setting and managing expectations between Litera and the customer to ensure we guide adoption, engage end users, and deliver on expectations. Our CSMs are measured by reoccurring revenue growth and customer sentiment.

A Day in the Life

• Consulting with new and existing customers to coordinate a seamless transition from sales to customer success

• Ensure renewals are finalized with appropriate increases and durations

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

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

• Identify opportunities for Professional Services, cross-sell and upsell

Key Deliverables

• Success Plans – Deliver clarity on what each customer wants to achieve and why, where are they now and what next in the framework of clarity, climate, and competence

• Customer Health – Identify potential areas of risk or improvement, develop and execute an action plan to remediate

• GRR/Renewals – Lead the renewals process from start to finish including negotiations, and help identify potential areas for upsell opportunities

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

• Quarterly Business Reviews – Properly align the priorities and initiatives of the customer and apply the success plan and value adoption data insights so that the customer has a full-service review of their investment

• Internal Alignment Meetings – Ensure internal stakeholders are timely provided relevant information to empower our customers and our products

Role Progression

Within 1 month, you will:

• Complete New Hire Onboarding

• Learn best practices, processes, and business tools (e.g., Salesforce)

• Review and understand assigned customers and products

• Begin weekly meetings with Account Executive counterpart

Within 3 months, you will:

• Maintain and deliver custom success plans for assigned accounts

• Deliver strategic business review presentations

• Share key deliverables both internally and with the customer

• Begin managing renewals with guided support from your manager

Within 6 months, you will:

• Become a trusted advisor and advocate for your customers' voice

• Facilitate user group and/or round table discussions

• Lead the renewals process from start to finish

About You

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

• Ability to listen for comprehension and empathy within a legal SaaS industry

• Comfortable with ambiguity and able to make tough decisions, prioritizing initiatives that align with strategic goals while balancing short-term and long-term objectives

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

• Interest in technology, product lifecycles, and roadmaps

• Effectively communicate detailed processes to customers, enabling them to independently complete tasks without direct intervention

• Experience at a legal technology company or law firm is a plus

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 too