Strategic Customer Success Manager — Legal Tech (Remote)

Litem; Bellevue, Northern (WA, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive Salary & Equity

Medical/Dental/Vision Coverage

Unlimited PTO

12 Paid Holidays

Parental Leave

Job summary

Litem is building a first-in-class platform at the intersection of technology and law, and we’re looking for a Customer Success Manager to own the post-sale journey for law firm clients in the Bellevue area. You’ll drive adoption, retention, and expansion while shaping scalable CS practices alongside senior leadership.

You’ll onboard strategic accounts, manage multi-stakeholder relationships, and track health metrics like NPS and usage to forecast churn and coordinate proactive interventions.

Qualifications

• 3+ years of Customer Success experience in B2B SaaS.
• Proven track record retaining and expanding complex enterprise accounts.
• Strong data-driven decision making, ROI modeling, and escalation management.

Responsibilities

• Onboard strategic accounts and develop success plans tied to client goals.
• Drive adoption through proactive engagement, demos, and best-practice guidance.
• Navigate multi-stakeholder relationships to expand adoption and renewals.
• Own engagement, renewals, and expansions across your book of business.
• Monitor adoption, churn, NPS, and usage metrics; forecast retention risk and intervene as needed.
• Build repeatable CS playbooks and processes as the team grows.

Skills

3+ years in CS for B2B SaaS

Enterprise account retention

Data-driven decision making

Communication & relationship-building

Collaborative mindset

Job description

Litem is building a first-in-class platform at the intersection of technology and law, and we’re looking for a Customer Success Manager to own the post-sale journey for law firm clients in the Bellevue area. You’ll drive adoption, retention, and expansion while shaping scalable CS practices alongside senior leadership.

You’ll onboard strategic accounts, manage multi-stakeholder relationships, and track health metrics like NPS and usage to forecast churn and coordinate proactive interventions.