Strategic Customer Success Manager: Onboarding to Renewal

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

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.