Hybrid Large-Law Customer Success Leader

Litera; Raleigh (NC); Hybride; USD 90 000 - 130 000; Plein temps

Résumé du poste

Litera, a leader in legal tech, is seeking a Large Law Customer Success Manager. You will help top law firms maximize value from Litera's SaaS platform by aligning adoption with firm goals and measurable outcomes.

You will partner with firm leadership, operations, IT, and internal teams to ensure durable value and renewals. The role is hybrid and based in Raleigh, NC, requiring in-office presence at least 3 days per week for collaboration and client engagement.

Qualifications

• Experience in Customer Success, account management, SaaS, or legal technology.
• Proven ability to manage complex B2B relationships and drive adoption across diverse user populations.
• Experience defining customer goals, measuring outcomes, and building actionable success plans.
• Strong stakeholder management, communication, presentation, and facilitation skills.
• Ability to analyze adoption data, identify engagement gaps, and design targeted interventions.
• Strong project management and cross-functional coordination skills.

Responsabilités

• Drive firm-level outcomes such as attorney productivity, reduced administrative effort, and knowledge reuse with baselines and tracking.
• Lead adoption initiatives across attorneys, practice groups, and business services teams.
• Embed product usage in real legal workflows in partnership with firm champions.
• Build a broad network of advocates and stakeholders to avoid reliance on a single champion.
• Conduct business reviews showing leadership evidence of value, adoption progress, and next priorities.
• Identify risks from declining usage or sponsor transitions and implement recovery plans with owners and measurable criteria.
• Support renewal conversations with credible adoption and outcomes data in partnership with Account Management or Sales.
• Share legal-industry insights and repeatable adoption practices across Product and organization.

Connaissances

Customer Success

Account management

SaaS

Legal technology

B2B relationships

Adoption planning

Stakeholder management

Data analysis

Project management

Description du poste

Litera, a leader in legal tech, is seeking a Large Law Customer Success Manager. You will help top law firms maximize value from Litera's SaaS platform by aligning adoption with firm goals and measurable outcomes.

You will partner with firm leadership, operations, IT, and internal teams to ensure durable value and renewals. The role is hybrid and based in Raleigh, NC, requiring in-office presence at least 3 days per week for collaboration and client engagement.