Director, Customer Success (Renewals Ownership Required)

Litera; Quinte West; Hybrid; CAD 222,000 - 250,000; Full time

Job summary

Litera, a leading legal tech company, is seeking a Director of Customer Success to protect and grow revenue by ensuring customers stay, expand, and thrive. This leader will align customer needs with business strategy, bringing structure and accountability to retention efforts across the organization.

Based in a role with offices in Austin, Chicago, Denver, New Jersey, Philadelphia, or Raleigh, we require in-person collaboration at least 6 days a month.

Qualifications

• Bachelor’s degree in business, marketing, or a related field.

Responsibilities

• Develop and implement strategies to boost customer satisfaction and retention.
• Align CS initiatives with business goals.
• Lead, mentor, and develop a high-performing CS team.
• Foster a culture of excellence, collaboration, and continuous improvement.
• Build and maintain relationships with key customers to understand their needs.
• Identify opportunities to enhance the customer experience and address pain points.
• Establish and track KPIs to measure success.
• Provide regular reports and insights to senior management on CS metrics.
• Analyze and improve CS processes for efficiency and effectiveness.
• Implement tools and technologies to enhance customer interactions and satisfaction.
• Collaborate with sales, product, and marketing to ensure alignment.
• Drive initiatives that foster collaboration and synergy across departments.

Skills

Customer Success Leadership

Strategic Thinking

Communication

Data-Driven Decisions

Analytical Skills

Adaptability

Problem Solving

Team Mentorship

Education

Bachelor’s degree in business/marketing or related field

Tools

CRM tools

Job description

Job Description

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 RaiseTheBar 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.

Where You’ll Work

This role is based in Austin, Chicago, Denver, New Jersey, Philadelphia, or Raleigh, 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.

Why this Role Matters

The Director of Customer Success protects and grows revenue by ensuring existing customers stay, expand, and thrive. This leader aligns customer needs with business strategy, bringing structure and accountability to retention efforts across the organization.

What You’ll Deliver

• 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 andmaintainstrong relationships with key customers to understand their needs

• Identifyopportunities to enhancethe customerexperience 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 andsynergyacross departments

We’re committed to creating an inclusive environment. If you need accommodations at any point in the process or in the role, we’re here to support you.

What You’ll Bring

Must-Have:

• Bachelor’s degree in business, Marketing, or a related field.

• Minimum of 7 years in customer success or a similar leadership role.

• Proventrack recordof enhancing customer satisfaction and leading teams.

• Strong strategic thinking and leadership abilities.

• Excellent communication and interpersonal skills.

• Proficiencyin 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 levelof adaptability and resilience in a fast-paced environment.

• Strong problem-solving and decision-making abilities.

Nice-To-Have:

• MBA or advanced degree preferred.

• Legal tech experience or exposure

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, New Jersey, and New York Applicants

The base salary range for this role is $160,000 to $180,000 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.