Customer Success Manager

Litify; United States; Remote; USD 80,000 - 90,000; Full time

Job summary

A leading legal software company based in the United States is seeking a Customer Success Manager to join their Mid-Market team. The role involves managing client portfolios and ensuring high levels of customer engagement and satisfaction. Candidates should have a strong technical aptitude, excellent communication skills, and a minimum of 2 years of experience in customer success, preferably in SaaS. The estimated salary range is $80,000-$90,000, plus bonuses and benefits.

Qualifications

• 2 years of experience as a Customer Success Manager in SaaS roles.
• 5 years in direct customer-facing roles.
• Experience gathering requirements and designing best-practice solutions.

Responsibilities

• Be an expert in both Litify and Salesforce to best advise clients.
• Monitor and manage a portfolio of Mid-Market and SMB clients.
• Lead goal setting sessions and assist implementation teams.

Skills

Technical aptitude

Excellent communication

Client satisfaction focus

Problem diagnosis

Education

Salesforce Administrator certification

Tools

Salesforce

Job description

Overview

At Litify, we’re revolutionizing the Legal industry by powering top performers with an all-in-one legal operating solution. Litify standardizes, measures, and improves legal operations to deliver better business outcomes for clients. Litify supports 400+ enterprise businesses and 55K+ legal professionals and is backed by Bessemer Venture Partners. We are recognized among Inc. 5000 and Deloitte Technology Fast 500’s fastest-growing private companies in America, with offices in New York and New Orleans.

About the Role

Addicted to Salesforce? Love helping clients get the most out of exciting software solutions? Litify is looking for a Customer Success Manager to join our Mid-Market team.

In this role, you will

• Be an expert in both Litify and Salesforce to best advise clients and assist with on-the-spot solutioning
• Monitor and manage a portfolio of Mid-Market and SMB clients, meeting with them to drive adoption, outcomes, retention, and contract renewal
• Lead goal setting sessions and assist implementation teams in preparing clients for a successful launch
• Partner with clients to provide best practices, problem solving, and recommend Litify, Salesforce and AppExchange solutions
• Maintain high levels of customer engagement and satisfaction through Gross Retention and NPS
• Measure success by client adoption and continued expansion of Litify and Salesforce
• Identify at-risk accounts and, with your manager, develop remediation plans
• Coordinate between clients and Litify internal and partner resources to drive adoption and expansion opportunities
• Document success stories for our Marketing team

You have

• Technical aptitude to help clients improve their Litify Org; Salesforce Administrator certification preferred
• Experience gathering requirements, designing best-practice solutions, and a focus on client satisfaction
• Strong aptitude for new technologies and quick problem diagnosis
• 2 years of experience as a Customer Success Manager (SaaS preferred)
• 5 years in direct customer-facing roles
• Excellent written, verbal, and oral communication with experience presenting to stakeholders

Disclosure:

The estimated base salary pay range for this role is $80,000-90,000, plus a bonus and benefits.

Salary ranges reflect competitive compensation for our size and industry and are one component of total rewards.

Individual pay decisions consider qualifications, experience, skill set, and internal equity.

The range above reflects the expectations as described, but we may hire candidates with broader or narrower profiles, and the final range will be communicated to you as a candidate if applicable.

Voluntary Self-Identification

For government reporting purposes, responses to the voluntary self-identification survey are confidential and will not affect hiring decisions. This information is maintained in a confidential file and is used to measure equal opportunity compliance. The self-identification process is voluntary.

Litify is an Equal Employment Opportunity employer. We do not discriminate on any protected status. Please indicate if you belong to any protected veteran or disability categories to assist with reporting requirements. This information is collected for compliance purposes only.