Director, Customer Success

Join the Legal Tech Revolution at Litera. We’re 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. The Director, Customer Success role is integral to ensuring customers achieve maximum value from our products. Hybrid / Location The role is hybrid and based in one of the following locations: Austin, Chicago, Denver, New Jersey, Philadelphia, or Raleigh. Candidates should reside within reasonable commuting distance, as the position requires on-site presence at least six days per month. Key Responsibilities Develop and implement strategies to enhance customer satisfaction and retention. Align customer success initiatives with overall business goals. Lead, mentor, and develop a high‑performing customer success team. Foster a culture of excellence, collaboration, and continuous improvement. Build and maintain strong relationships with key customers to understand their needs. Identify opportunities to enhance the customer experience and address pain points. Establish and track key performance indicators (KPIs) to measure success. Provide regular reports and insights to senior management on customer success metrics. Analyze and improve customer success processes for efficiency and effectiveness. Implement tools and technologies to enhance customer interactions and satisfaction. Collaborate with sales, product, and marketing teams to ensure alignment and integration. Drive initiatives that foster collaboration and synergy across departments. Qualifications Bachelor’s degree in business, marketing, or a related field. MBA or advanced degree preferred. Minimum of 7 years in customer success or a similar leadership role. Proven track record of enhancing customer satisfaction and leading teams. Strong strategic thinking and leadership abilities. Excellent communication and interpersonal skills. Proficiency in CRM and customer success management tools. Ability to analyze data and drive data‑driven decisions. Results‑oriented with a focus on customer satisfaction and retention. High level of adaptability and resilience in a fast‑paced environment. Strong problem‑solving and decision‑making abilities. Benefits Health insurance Retirement savings plans Generous paid time off Supportive work-life balance Professional development opportunities Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr FREEDOM SOLUTIONS GR