Senior Customer Success Manager

Litera; Northern (KY); Hybrid; USD 100.000 - 120.000; Vollzeit

Zusammenfassung

Litera is seeking a Senior Customer Success Manager to help small and mid-sized law firms gain measurable value from onboarding through renewal and beyond. You will guide customers, shape success plans, and partner with Sales, Product, and Marketing to accelerate adoption and engagement.

You will turn usage data into insights, surface risks before renewals, and uncover opportunities to deepen Litera usage across teams.

Qualifikationen

• Must have genuine passion for customer success.
• Strong presentation, oral, and written communication skills.
• Ability to listen, empathize, and understand professional services clients' needs.
• Highly adaptable with quick, inquisitive thinking in a fast-changing environment.

Aufgaben

• Guide customers through onboarding and shape success plans aligning to partnership goals.
• Turn usage data into proactive actions to mitigate renewal risk.
• Uncover opportunities to deepen product usage and solve evolving business problems.
• Serve as the customer's voice internally, aligning stakeholders and updating success plans.
• Lead onboarding milestones and business review presentations on a cadence.
• Collaborate closely with Sales, Product, and Marketing to drive outcomes.

Kenntnisse

Customer success

Presentation skills

Communication skills

Active listening

Adaptability

Jobbeschreibung

## Senior Customer Success ManagerApply: Austin, TX: Chicago, IL: Full time: Posted Today: R-501382**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 BarTM️ 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. **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. If you're excited about this role, 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. **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.