Customer Success Manager

Litem; Bellevue, Northern (WA, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive Salary & Equity

Medical/Dental/Vision Coverage

Unlimited PTO

12 Paid Holidays

Parental Leave

Job summary

Litem is building a first-in-class platform at the intersection of technology and law, and we’re looking for a Customer Success Manager to own the post-sale journey for law firm clients in the Bellevue area. You’ll drive adoption, retention, and expansion while shaping scalable CS practices alongside senior leadership.

You’ll onboard strategic accounts, manage multi-stakeholder relationships, and track health metrics like NPS and usage to forecast churn and coordinate proactive interventions.

Qualifications

• 3+ years of Customer Success experience in B2B SaaS.
• Proven track record retaining and expanding complex enterprise accounts.
• Strong data-driven decision making, ROI modeling, and escalation management.

Responsibilities

• Onboard strategic accounts and develop success plans tied to client goals.
• Drive adoption through proactive engagement, demos, and best-practice guidance.
• Navigate multi-stakeholder relationships to expand adoption and renewals.
• Own engagement, renewals, and expansions across your book of business.
• Monitor adoption, churn, NPS, and usage metrics; forecast retention risk and intervene as needed.
• Build repeatable CS playbooks and processes as the team grows.

Skills

3+ years in CS for B2B SaaS

Enterprise account retention

Data-driven decision making

Communication & relationship-building

Collaborative mindset

Job description

A Note from our Founders

We started Litem because we saw a massive gap between the importance of legal work and the quality of the tools lawyers use to do it. We believe that the people protecting our legal systems deserve software that is as ambitious as they are.

We launched Litem with three simple goals:

Solve real problems.

Our philosophy on team-building is centered on passion and compassion. We look for people who are "all-in" on the mission and the craft, but we keep the human aspect front and center. You’ll find that we are high-energy and ambitious, but also grounded and understanding. We take the work seriously, but we don’t take ourselves too seriously.

If you're excited about building the future of legal tech, we’d love to have you with us.

- Mitchell and Donnie

What We’re Building

We’re an early-stage team at the intersection of technology and law. We’re driven by a simple reality: legal work is vital to protecting everyday people, yet the industry’s tech is underdeveloped. With the rise of AI, we finally have the tools to change that.

The problem we’re solving: You’ve seen it on shows like Suits where a lawyer sits across from a witness, a camera rolls, and the questioning begins. That’s a deposition. But unlike TV, the reality involves hundreds of hours of grueling preparation, manual review, and high costs. Deposition is where we started, we are expanding the platform to support the full litigation process.

Our Traction: While we are early stage, we are moving fast:

• Processing 10k+ depositions per month across the US.
• Signed enterprise clients from the AM Law 200 firms
• Established distribution partnerships with leading legal services companies
• Impact: We’re committed to increasing equitable access to justice through programs like Litem Essentials and the Litem Justice Initiative.

About the Role

As a Customer Success Manager at Litem, you will be a core member of our emerging Customer Success team, owning the post-sale journey for our law firm clients. This is a hands-on role focused on driving adoption, retention, and expansion while helping build the scalable processes that will carry the function as we grow. You will shape how Customer Success operates at Litem, coach newer team members, and work directly with leadership on our most strategic accounts.

What You’ll Do

Strategic Onboarding: Onboard strategic accounts and develop success plans tied to client goals such as workflow efficiency and matter throughput.

Adoption and Value Realization: Drive adoption through proactive engagement, demonstrations, and best-practice guidance tailored to legal workflows.

Stakeholder Management: Navigate multi-stakeholder relationships across practice leadership, innovation teams, and litigators to expand adoption, surface risk early, and keep onboardings on track.

Retention and Expansion: Own engagement, renewals, and expansions, building durable relationships across your book of business.

Health Monitoring: Track adoption, churn, NPS, and usage metrics, forecast retention risk, and implement targeted interventions.

Process Building: Build repeatable CS playbooks, processes, and tools as the team grows, including coaching new hires and owning operational workstreams.

Role Requirements

3+ years in Customer Success for B2B SaaS

Proven success retaining and expanding complex enterprise accounts, ideally in legal tech, fintech, or workflow SaaS

Experience across the full customer lifecycle, from onboarding through advocacy, including partnering with leadership or founders on high-stakes expansions and renewals

Strong data-driven decision-making, including building business cases and ROI models, and managing client escalations

Working knowledge of how mid-market and enterprise organizations evaluate and adopt new technology

Excellent communication, empathy, and relationship-building skills

A collaborative builder's mindset, comfortable rolling up your sleeves in a small-team environment while scaling operations

Ability to juggle varied responsibilities and exercise judgment on the best next step

Comfort with ambiguity, fast iteration, and startup pace

Bonus Points

You have worked at a high-growth SaaS company before.

You have prior experience in an early-stage startup.

Familiarity or interest in the legal tech space.

Interview Process

1.5h final in person Interview

Inclusion at Litem: We believe that the best products are built by diverse teams. Litem is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. We are committed to providing reasonable accommodations for individuals with disabilities—please let us know if you need assistance during the application process.

Benefits for Bellevue-based and Remote roles

• Competitive Salary & Equity: Early-stage ownership with a standard 4-year vesting schedule and a 1-year cliff.
• 100% Medical/Dental/Vision Coverage: We pay 100% of premiums for employees and 50% for dependents.
• Unlimited PTO: 4-week recommended minimum (and we'll bug you if your "Out of Office" gathers dust).
• 12 Paid Holidays: We observe all standard holidays to give the team time to recharge.
• Parental Leave: We offer 16 weeks fully paid parental leave for birthing parents or 12 weeks for non-birthing parents.

Benefits for Bellevue-based roles

• Flexible Hybrid Schedule: We’re in-office 4 days a week for seamless communication, and remote 1 day a week of your choosing for uninterrupted focus.
• Bellevue HQ: A modern office space with premium snacks, drinks and coffee to keep the team fueled.
• Commuter Benefits: Your choice of a company-paid parking spot in downtown Bellevue or a fully loaded ORCA pass.