Large Law Customer Success Manager

Litera; Raleigh (NC); Hybrid; USD 90,000 - 130,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer Success

Account management

SaaS

Legal technology

B2B relationships

Adoption planning

Stakeholder management

Data analysis

Project management

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 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. 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.