Enterprise Customer Success Manager

Litera; Raleigh (NC); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Litera in Raleigh, NC is seeking an Enterprise Customer Success Manager to partner with our largest law-firm customers and translate business priorities into measurable outcomes. You’ll collaborate with executives across Product, Solutions, and Support to drive adoption, retention, and expansion in a high-visibility role.

This hybrid position requires strong executive communication, risk management, and the ability to lead cross-functional teams without direct authority.

Qualifications

• Experience in Customer Success, strategic account management, or enterprise SaaS.
• Proven ability to manage complex B2B relationships across multiple stakeholder groups.
• Experience building success plans tied to measurable business outcomes and adoption goals.
• Strong analytical skills, including interpreting account health, usage, and performance metrics.
• Excellent executive communication, presentation, and facilitation skills.
• Ability to manage risk proactively and lead cross-functional teams without direct authority.

Responsibilities

• Customers who achieve their agreed business outcomes, with clear success plans, baselines, and target dates that show progress.
• Accurate, proactive visibility into account health, so risks and opportunities are surfaced and addressed well before renewal.
• Sustained adoption of priority features and workflows, built on account-specific strategies, enablement, and change management.
• Trusted relationships with executive sponsors, champions, and end users, with resilience against stakeholder turnover.
• Executive-level business reviews that connect product capabilities to demonstrable business impact and future opportunity.
• Recovery plans for at-risk accounts, with clear owners, milestones, and escalation paths.
• Strong renewal readiness and expansion opportunities, in partnership with Account Management or Sales.
• A cross-functional team aligned to customer commitments, plus customer insights and best practices that make the whole CS organization stronger.

Skills

Customer Success

Enterprise SaaS

B2B relationships

Measurable outcomes

Executive communication

Cross-functional leadership

Tools

CRM platforms

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.

Why this Role Matters

As an Enterprise Customer Success Manager, you’ll be the strategic partner who turns our largest customers’ business priorities into measurable outcomes. You’ll work with executive sponsors, operational leaders, and internal teams across Product, Solutions, and Support to drive sustained adoption, retention, and expansion. The value our enterprise customers see directly shapes renewal and growth. This is a high-visibility role where your judgment and executive presence will define how customers experience Litera.

Where You’ll Work

Hybrid: 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.

What You’ll Deliver

• Customers who achieve their agreed business outcomes, with clear success plans, baselines, and target dates that show progress.
• Accurate, proactive visibility into account health, so risks and opportunities are surfaced and addressed well before renewal.
• Sustained adoption of priority features and workflows, built on account-specific strategies, enablement, and change management.
• Trusted relationships with executive sponsors, champions, and end users, with resilience against stakeholder turnover.
• Executive-level business reviews that connect product capabilities to demonstrable business impact and future opportunity.
• Recovery plans for at-risk accounts, with clear owners, milestones, and escalation paths.
• Strong renewal readiness and expansion opportunities, in partnership with Account Management or Sales.
• A cross-functional team aligned to customer commitments, plus customer insights and best practices that make the whole CS organization stronger.

Litera is committed to an inclusive and accessible hiring process. If you need an accommodation at any point, please let us know and we’ll work with you.

What You’ll Bring

Must-Haves

• Experience in Customer Success, strategic account management, or enterprise SaaS.
• Proven ability to manage complex B2B relationships across multiple stakeholder groups.
• Experience building success plans tied to measurable business outcomes and adoption goals.
• Strong analytical skills, including interpreting account health, usage, and performance metrics.
• Excellent executive communication, presentation, and facilitation skills.
• Ability to manage risk proactively and lead cross-functional teams without direct authority.

Nice to Haves

• Experience with legal technology or professional services customers.
• Familiarity with renewal and expansion partnerships with Account Management or Sales.
• Experience navigating stakeholder turnover and rebuilding executive sponsorship.
• Experience with CRM and customer success platforms.

Great candidates don’t check every box. If this role excites you, we encourage you to apply.

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.