About the position
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. Reporting to the Director of Customer Success, the Manager of Customer Success is responsible for empowering a global team of Enterprise CSMs. The aim of this team is to minimize time-to-value, maximize customer ROI, ensure on-time renewals while focusing on increasing ARR, and positively impact NPS and overall customer health through strategic engagements with our largest customers. This role will leverage customer insights and data while upskilling the team in areas such as value adoption, renewals, and consistency in communication across the customer experience.
Responsibilities
- Lead, mentor, and develop a high-performing team of CSMs to be strategic partners and advisors.
- Foster a collaborative and inclusive team culture that promotes continuous learning and professional development.
- Set clear performance expectations and provide regular feedback to drive team success.
- Align initiatives with OKRs and provide active feedback on customer satisfaction, retention, and growth.
- Collaborate with the sales team to support new business development efforts and ensure a seamless transition from sales to account management.
- Support the team in identifying opportunities for account growth and work collaboratively with cross-functional teams to implement solutions.
- Ensure we are cultivating strong, trusted relationships with key stakeholders at all levels within client organizations.
- Understand clients' business challenges and aligning our solutions to meet their needs.
- Serve as a trusted escalation point for our key customer base to ensure any issues are dealt with swiftly.
Requirements
- Experience in a law firm or legal tech company.
- Minimum of 2 years’ experience in leading a customer-facing team at a SaaS company, preferably experience with global management.
- Significant experience with renewals and retention strategies.
- A diligent approach to governance internally and externally.
- Strategic approach to client retention and ability to navigate complex enterprise environments.
- Willingness to collaborate and build strong relationships with customers, especially at the executive level.
- Ability to be process-driven and methodological in identifying the right focuses based on key gaps and opportunities for both partners and the team.
- Self-motivated and always in search for creative solutions and ideas to improve our relationship with our partners and the effectiveness of our Customer Success Team.
Benefits
- Comprehensive benefits package including health insurance and retirement savings plans.
- Generous paid time off and a supportive work-life balance.
- Career paths and opportunities for professional development.
- Incentive and recognition programs.
- 401k contribution.
