Strategic 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.

Overview:

As a Strategic Customer Success Manager at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. You will have the opportunity to work with cutting-edge tools and collaborate with industry experts to deliver solutions that make a real difference in the legal profession.

Key Responsibilities:

• Consult 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 workflow and solve other business problems they are facing
• Maintain regular contact and updates with stakeholders and key contacts as well as keep up-to-date strategic success plans
• Lead customer onboarding and a cadence of business review presentations
• Work side-by-side with customer-facing teams and 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, value adoption assessments, QBRs, escalations, and CABs

Qualifications:

• Experience with enterprise accounts and/or 1000+ user accounts
• Inquisitive and adaptive team player able to listen and empathize with customers
• Pro-active in working with customers
• Educate customers without overly navigating a solution or product for them
• Strong presentation, oral and written communication skills
• Ability to diligently problem solve and trouble-shoot problems independently
• Experience with Customer Success, Professional Services, Consulting and/or Account Management in a customer facing role; will also consider Advisory backgrounds in law firms

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 $70,000 to $95,500. 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).