Job Description
Join the Legal Tech Revolution at Litera
Are you ready to shape the future of how law is practiced? At Litera, we’re on a mission to Raise The Bar™️ for the legal profession by delivering transformational and globally-trusted solutions to law firms and corporate legal teams worldwide. We’ve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the world’s largest law firms as our clients. If you’re passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of an extraordinary team that’s elevating the craft of law.
The Opportunity
This role reports to the Director, Customer Success
The Customer Success Manager (CSM) supports a strategic international customer base, acting as a trusted partner and advocate. They drive adoption, engage users, and use data to guide outcomes. CSMs collaborate across teams to ensure a seamless customer journey—from onboarding to renewal—focused on delivering value and strengthening customer trust. Success is measured by recurring revenue growth and customer satisfaction.
A Day in the Life
Build strong strategic relationships with buyers, influencers, advocates, and end users
Lead the full renewal cycle, including negotiations and identifying upsell opportunities
Partner with Sales to ensure a seamless customer journey
Guide onboarding and transitions from Sales to Customer Success
Create and maintain active success plans that clarify customer goals, current state, and next steps
Monitor customer health, identify risks or areas for improvement, and execute mitigation plans
Deliver Value Adoption Assessments to highlight usage trends and productivity opportunities
Conduct regular business reviews to align on priorities and demonstrate value
Maintain consistent communication with stakeholders and keep strategic plans up to date
Facilitate internal alignment meetings to connect key players and share timely insights
Collaborate across Sales, Product, and Marketing to share feedback and drive innovation
Support a team-first culture focused on delivering exceptional customer outcomes
Qualifications:
Passionate about customer success and delivering excellence
Adaptable, curious, and quick to learn
Strong communicator—confident in presenting and writing
Empathetic listener with an understanding of professional services
Skilled at independent problem-solving and troubleshooting
Tech-savvy and comfortable demonstrating products
3+ years in Customer Success, Consulting, or Account Management
Proactive in guiding customers through the Litera ecosystem
Collaborative team player aligned with Litera’s values
Experience in legal tech or at a law firm preferred
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.
Pay Transparency Notice for Virginia Applicants:
The annual salary range for this position is $50,000 to $78,000. Actual compensation is determined by factors including education, work experience, certifications, and other relevant qualifications. Litera offers a comprehensive benefits package including health, dental, and vision insurance, 401(k) with company contribution, and incentive and recognition programs. All benefits are subject to eligibility requirements.
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.