Customer Success Manager

Job Description Join the Legal Tech Revolution at Litera Are you ready to shape the future of how law is practiced? At Litera, were 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. Weve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the worlds largest law firms as our clients. If youre 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 thats elevating the craft of law. As part of our strategic growth and commitment to fostering collaboration and operational excellence, we are transitioning to a hybrid working model. This position is based in Austin, Boston, Chicago, Denver, New Jersey, New York City, Philadelphia, or Raleigh and candidates should reside within reasonable commuting distance, as this role requires on-site presence at least six days per month. This hybrid approach enables us to build a collaborative and innovative work environment while maintaining the flexibility that supports both productivity and work-life balance. We are actively seeking talented individuals to join our team in this exciting new phase of growth. Available Office Locations: Austin | Boston | Chicago | Denver | New Jersey | New York City | Philadelphia | Raleigh Overview: As a 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: · Consulting with new and existing customers to coordinate onboarding, discover partnership objectives and develop success plan to drive value · Review usage data, overcome challenges and proactively working to uncover and mitigate risk · Discover any additional opportunities to compliment the customers 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 · Lead customer onboarding and a cadence of business review presentations · Works as part of a collaborative team, supporting each other and the needs of our customers · Closely aligned with all customer-facing teams, often referred to as the account team, and share a unified goal to make success happen. · Align internally with Sales, product and marketing to share success stories, insights and key OKRs that drive our product forward Qualifications: · 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 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 Location(s) Applicants: The annual salary range for this position is $80,000 to $97,000, plus performance-based variable compensation. 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. Litera is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.