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.

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

• Collaborate with the engineering team and the customer's IT department to facilitate the setup of SSO, DMS integration, and single-tenant deployment, where applicable. This involves primarily a coordination role as the technical setup is managed by the respective IT teams.
• Admin Onboarding: Conduct a concise 15-minute onboarding session for customer administrators to ensure they are equipped with the necessary knowledge to manage their systems effectively.
• Develop and implement a tailored rollout plan for each customer by leveraging the O&D playbook and incorporating customer feedback.
• Organize biweekly check-in meetings with customers to monitor and report on the rollout progress.
• Lead quarterly business reviews (QBRs) with higher-level stakeholders to discuss progress, insights, and strategic directions.
• Facilitate group training sessions as outlined in the rollout plan to ensure comprehensive user understanding and system utilization.
• Offer personalized 1:1 or small group training sessions on demand, focusing on specific projects or user documents.
• Investigate and understand how different practice areas might utilize O&D, identifying potential new use cases.
• Collaborate with team members with specialized expertise for in-depth discussions when necessary.
• Initiate and manage direct outreach campaigns aimed at boosting user adoption where required.
• Deliver user support via Intercom chat and video calls, ensuring timely and effective problem resolution.
• Maintain 24/7 support availability, coordinating with product and engineering teams for issue escalations.
• Develop a deep familiarity with the product to provide expert support and guidance.
• Collect and document user feedback to aid in shaping new business initiatives and support renewal/upsell discussions.
• Manage and nurture the customer relationship, with a strong emphasis on promoting adoption, providing support, and ensuring customer satisfaction.

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
• Ability to diligently problem solve and trouble-shoot problems independently
• Interest in technology and confidence to demonstrate products
• 3+ years of recent experience with Customer Success, Professional Services, Consulting and/or Account Management. A customer facing role is essential
• Proven ability to align your activity with business outcomes (retention, growth, customer satisfaction)
• You must be able to manage your customers in a pro-active fashion and educate your customers in how to navigate the Litera world rather than navigate it for them

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 $65,000 to $79,615. 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).

Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.