Large Law Customer Success Manager

Litera Group; Raleigh (NC); Híbrido; USD 90 000 - 130 000; Tempo integral

Resumo da oferta

Litera in Raleigh is seeking a Large Law Customer Success Manager to help the world’s leading law firms turn their Litera investments into measurable outcomes.

You will manage complex B2B relationships, drive adoption across attorneys, practice groups and business services, and partner with product, support and implementation.

This hybrid role requires strong communication, project management and data analysis skills to set goals, monitor adoption and support renewals.

Qualificações

• Must-have experience in Customer Success, account management, SaaS, or legal technology.
• Proven ability to manage complex B2B relationships and drive adoption.
• Strong communication, presentation, and facilitation skills.
• Ability to analyze adoption data and identify engagement gaps.

Responsabilidades

• Drive firm-level outcomes, such as attorney productivity and reduced admin effort.
• Develop adoption plans for attorneys, practice groups and business services.
• Embed product usage in real workflows with firm champions.
• Build a broad network of advocates and stakeholders for ongoing engagement.
• Conduct business reviews showing value, adoption progress, and renewals insights.
• Identify risks early and develop recovery plans with owners and measurable criteria.
• Support renewal conversations with credible evidence of adoption outcomes.
• Share legal-industry insights and repeatable adoption practices across Product and the broader organization.

Conhecimentos

Customer success

Account management

SaaS

Legal technology

Stakeholder management

Communication

Presentation

Facilitation

Adoption analysis

Project management

Cross-functional coordination

Descrição da oferta de emprego

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 a Large Law Customer Success Manager, you'll help the world's leading law firms turn their investment in Litera into measurable results for attorneys and business services teams. You'll partner with firm leadership, practice group leaders, innovation and knowledge teams, IT, and legal operations, along with Product, Support, and Implementation internally. The adoption and value you drive determine whether our firms thrive with Litera and renew with confidence. This is a highly visible opportunity to shape how AI and legal technology take hold in the day-to-day work of the legal profession.

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

• Firm-level outcomes, such as attorney productivity, reduced administrative effort, and knowledge reuse, defined with baselines and tracked to proven results.
• Adoption that reaches beyond early enthusiasts, through targeted plans for attorneys, practice groups, and business services teams.
• Product usage embedded in real legal workflows, in partnership with firm champions who keep engagement going.
• A broad network of advocates and stakeholders, so firm success never depends on a single champion.
• Business reviews that show firm leadership evidence of value, adoption progress, and clear next priorities.
• Early identification of risk from declining usage, weak sponsorship, or sponsor transitions, with recovery plans that have owners and measurable criteria.
• Renewal conversations backed by credible evidence of adoption and outcomes, in partnership with Account Management or Sales.
• Legal-industry insights and repeatable adoption practices shared across Product and the broader organization.

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, 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.

Nice to Haves

• Experience supporting large law firms, legal technology customers, or professional services organizations.
• Familiarity with law firm structures, practice groups, legal operations, knowledge management, or legal innovation.
• Experience driving adoption among time-constrained professionals whose workflows differ across teams.
• Ability to explain complex workflows clearly to both technical and nontechnical audiences.

Great candidates don't check every box.

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.