Customer Adoption Manager, Corporate

FREEDOM SOLUTIONS GR; Raleigh (NC); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Litera is seeking a Corporate Customer Adoption Manager in Raleigh, NC for a hybrid role requiring in-office presence at least 3 days a week. You will drive adoption, health, and value realization across a portfolio of corporate customers, partnering with champions, admins, and decision-makers alongside Sales, Support, and Product teams.

You will lead adoption programs, set measurable objectives, track outcomes, and balance digital and higher-touch resources to ensure renewals and expansions.

Qualifications

• Experience in customer adoption, account management, or onboarding in SaaS.
• Ability to manage multiple customer relationships and priorities.
• Strong analytical skills to interpret product usage trends.
• Excellent written and verbal communication skills.

Responsibilities

• Own the health, adoption, and success of corporate portfolio.
• Monitor product usage, engagement, sentiment, and support issues.
• Set objectives and success criteria with metrics and milestones.
• Track progress through reviews and touchpoints.
• Balance digital and higher-touch resources for accounts.
• Lead renewal readiness and expansion discussions.
• Collaborate with Sales, Support, Product, and CS teams.

Skills

Customer adoption

Account management

SaaS experience

Analytical skills

Communication skills

Cross-functional collaboration

Tools

CRM systems

Data analytics tools

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 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.

Where You’ll Work

This is a hybrid role based in Raleigh, NC with the expectations to be in office at least 3 days a week for collaboration and connection.

Why this Role Matters

As a Corporate Customer Adoption Manager, you make sure a portfolio of corporate customers achieves measurable outcomes and gets lasting value from Litera through a proactive, repeatable approach to customer success. You’ll partner with customer champions, administrators, and decision-makers, alongside colleagues across Sales, Support, and Product. The result is stronger adoption, risks caught early, and healthy accounts that are ready to renew. This is a high-visibility role where you’ll shape how Litera scales customer success while keeping every customer on a clear path to value.

What You’ll Deliver

• Own the health, adoption, and success of your corporate portfolio, with a clear understanding of each customer’s objectives, use cases, stakeholders, and desired outcomes
• Monitor product usage, engagement, sentiment, and support issues to prioritize your time based on account health, adoption gaps, lifecycle stage, and business impact
• Set clear customer objectives and success criteria, and turn them into practical success plans with metrics, milestones, owners, and target dates
• Track progress against customer outcomes through structured reviews and regular touchpoints, so customers always know their path to value
• Drive adoption of core features and workflows by using usage data and engagement signals to find underutilization, stalled onboarding, and declining activity
• Run repeatable adoption programs, targeted enablement, training, and communications that encourage customers to adopt proven workflows and best practices
• Balance digital and scalable resources with higher-touch support for the accounts that need it most
• Spot emerging risks before they affect retention, and lead action plans for customers with low adoption, poor engagement, or limited value realization, escalating technical, product, or commercial concerns to the right teams
• Build productive relationships with champions, administrators, decision-makers, and end users, with an engagement cadence matched to each account’s needs and potential
• Partner with Account Management or Sales on renewal readiness and expansion, and encourage customer advocacy when customers have achieved meaningful results
• Bring customer feedback and recurring needs back to internal teams, and identify process improvements that increase efficiency without compromising customer outcomes
• Keep CRM and customer success platform records accurate, and share successful adoption strategies and portfolio management practices with the broader CS team

What You’ll Bring Must-Haves

• Experience in customer adoption, account management, customer onboarding, SaaS, or a related customer-facing role
• Ability to manage multiple customer relationships and prioritize competing needs effectively
• Experience tracking adoption, customer health, milestones, and measurable outcomes
• Strong analytical and problem-solving skills, including the ability to interpret product usage and engagement trends
• Excellent written and verbal communication skills
• Strong organizational skills, follow-through, and attention to detail
• Ability to work effectively across Sales, Support, Product, and other internal teams
• Comfort using CRM, customer success, reporting, and productivity tools

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.

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

Litera is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world’s largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.