Senior Customer Success Manager

Litera; Chicago (IL); Hybrid; USD 100,000 - 120,000; Full time

Job summary

Litera is seeking a Customer Success Manager in a hybrid role based in Chicago, IL (or Holmdel, NJ or Toronto, ON as stated). You’ll partner with Sales, Product, and Marketing to drive adoption and translate usage data into measurable value for small and mid-sized law firms, from onboarding through renewal and beyond.

Lead onboarding milestones, shape success plans, and coordinate with cross‑functional teams to renew and expand customer relationships.

Qualifications

• Passion for customer success and delivering excellence.
• Strong presentation, oral, and written communication skills.
• Able to listen, empathize, and understand professional services client needs.
• Highly adaptable in fast-changing environments.

Responsibilities

• Guide customers through onboarding and shape success plans that align to their partnership goals.
• Turn usage data into proactive action, surfacing and mitigating risk before it impacts renewal.
• Uncover new opportunities to deepen customers' use of Litera and solve emerging business problems.
• Serve as the customer's voice internally, keeping stakeholders aligned and success plans current.
• Lead a consistent cadence of onboarding milestones and business review presentations.
• Strengthen the account team's collective impact through close, unified cross‑functional partnership.
• Share customer success stories and insights that inform Sales, Product, and Marketing priorities.

Skills

Customer success

Presentation skills

Active listening

Adaptability

Job description

Where You’ll Work

Hybrid: This is a hybrid role based in Holmdel, NJ, Chicago, IL, or Toronto, ON with the expectations to be in office at least 3 days a week for collaboration and connection.

Why this Role Matters

As our Customer Success Manager, you’ll play a key role in making sure small and mid‑sized law firms get real, measurable value from Litera — from the moment they onboard through renewal and beyond. You’ll partner closely with Sales, Product, and Marketing to accelerate adoption, deepen engagement, and turn usage data into insights that improve outcomes for every customer you support. Your work will directly influence recurring revenue, customer satisfaction, and long‑term loyalty. This is a high‑visibility role ideal for someone who thrives on building trusted relationships and wants to make a measurable difference from day one.

What You’ll Deliver

• Guide customers through onboarding and shape success plans that align to their partnership goals


• Turn usage data into proactive action, surfacing and mitigating risk before it impacts renewal


• Uncover new opportunities to deepen customers' use of Litera and solve emerging business problems


• Serve as the customer's voice internally, keeping stakeholders aligned and success plans current


• Lead a consistent cadence of onboarding milestones and business review presentations


• Strengthen the account team's collective impact through close, unified cross‑functional partnership


• Share customer success stories and insights that inform Sales, Product, and Marketing priorities

We’re committed to creating an inclusive environment. If you need accommodations at any point in the process or in the role, we’re here to support you.

What You’ll Bring Must-Haves

• A genuine passion for customer success and delivering excellence


• Strong presentation, oral, and written communication skills


• Ability to listen, empathize, and understand the needs of professional services clients


• Highly adaptable with quick, inquisitive thinking in a fast‑changing environment

We know great candidates don’t always 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.

Pay Transparency for Illinois, New Jersey, & New York Applicants

The base salary range for this role is $100,000 to $120,000 USD. Final compensation will be determined based on experience, skills, education, and other relevant qualifications. This role is also eligible to earn commission on performance.

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.