Strategic Customer Success Manager

Strategic Customer Success Manager

Ready to help shape the future of legal tech? At Litera, we don't just build software, we transform how the world's top law firms operate. Every day, we Raise The Bar™ for what's possible through AI, innovation, and solutions that power millions of legal professionals worldwide. If you're energized by scale, real impact, and meaningful challenges, you'll feel right at home here.

Modified Hybrid: This role is based in Denver, Chicago, Raleigh, Austin, Boston, or New Jersey and we're looking for someone within a reasonable commuting distance, who can join us in the office at least 6 days a month for collaboration and connection.

As a Strategic Customer Success Manager, you'll be the trusted partner behind Litera's largest and most complex law firm relationships — directly driving recurring revenue growth, retention, and customer satisfaction. You'll work cross-functionally with Sales, Product, and Support to turn adoption data into actionable strategies and ensure every customer realizes the full value of our platform. This is a high-impact role where your ability to build executive relationships, anticipate risk, and champion customer outcomes will shape how Litera's biggest accounts grow with us. If you're energized by owning the customer journey at enterprise scale, this is your opportunity.

What you'll deliver:

• Drive recurring revenue growth and retention across Litera's largest law firm accounts by building deep, trusted partnerships with key stakeholders and decision-makers.
• Own the customer journey from onboarding through ongoing adoption — developing and executing strategic success plans that deliver measurable value.
• Leverage usage data and customer insights to proactively identify risk, remove adoption barriers, and uncover expansion opportunities.
• Lead a cadence of executive business reviews, value adoption assessments, and strategic check-ins that keep customers engaged and aligned.
• Collaborate cross-functionally with Sales, Product, Marketing, and Support to share customer insights, influence the product roadmap, and drive key OKRs.
• Surface and pursue opportunities to deepen each customer's investment by solving additional workflow challenges and business problems.

Litera is committed to providing reasonable accommodations throughout the recruitment process. If you need an accommodation, please let us know and we'll work with you to meet your needs.

What you'll bring:

• Experience managing enterprise accounts and/or 1000+ user customer environments.
• Background in Customer Success, Professional Services, Consulting, or Account Management in a customer-facing role; advisory backgrounds in law firms will also be considered.
• Strong presentation, written, and verbal communication skills with the ability to engage executive stakeholders.
• Proven ability to leverage data to drive customer insights, uncover risk, and inform strategic recommendations.
• Inquisitive, empathetic, and proactive approach to understanding customer needs and guiding them to outcomes.
• Ability to independently problem-solve and navigate complex customer challenges with confidence.

Nice to haves:

• Experience working with large law firms or in legal technology.
• Familiarity with customer success platforms, CRM tools, or adoption analytics.
• Track record of managing QBRs, success plans, escalations, and Customer Advisory Boards.
• Experience partnering cross-functionally to influence product direction based on customer feedback.

Great candidates don't check every box. If this role excites you but your experience doesn't perfectly match every qualification, we encourage you to apply. You may be just the right person for this or another role at Litera.

What you'll experience:

• A team that shows up. Work alongside people who collaborate, support one another, and lead with integrity.
• Global reach. Partner with teams around the world to solve complex challenges that matter.
• Real opportunity for growth. Expand your impact through meaningful stretch opportunities, visibility, and career development.
• AI-driven innovation. Work at the intersection of legal technology, customer outcomes, and cutting-edge AI.

Pay transparency for Colorado, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, and Washington applicants. The base salary range for this role is $80,000 to $100,000 USD. Final compensation will be determined based on experience, skills, education, and other relevant qualifications. This role is also eligible to earn commission based on performance.

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