Strategic Enterprise Customer Success Lead

Litera; Raleigh (NC); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Litera in Raleigh, NC is seeking an Enterprise Customer Success Manager to partner with our largest law-firm customers and translate business priorities into measurable outcomes. You’ll collaborate with executives across Product, Solutions, and Support to drive adoption, retention, and expansion in a high-visibility role.

This hybrid position requires strong executive communication, risk management, and the ability to lead cross-functional teams without direct authority.

Qualifications

• Experience in Customer Success, strategic account management, or enterprise SaaS.
• Proven ability to manage complex B2B relationships across multiple stakeholder groups.
• Experience building success plans tied to measurable business outcomes and adoption goals.
• Strong analytical skills, including interpreting account health, usage, and performance metrics.
• Excellent executive communication, presentation, and facilitation skills.
• Ability to manage risk proactively and lead cross-functional teams without direct authority.

Responsibilities

• Customers who achieve their agreed business outcomes, with clear success plans, baselines, and target dates that show progress.
• Accurate, proactive visibility into account health, so risks and opportunities are surfaced and addressed well before renewal.
• Sustained adoption of priority features and workflows, built on account-specific strategies, enablement, and change management.
• Trusted relationships with executive sponsors, champions, and end users, with resilience against stakeholder turnover.
• Executive-level business reviews that connect product capabilities to demonstrable business impact and future opportunity.
• Recovery plans for at-risk accounts, with clear owners, milestones, and escalation paths.
• Strong renewal readiness and expansion opportunities, in partnership with Account Management or Sales.
• A cross-functional team aligned to customer commitments, plus customer insights and best practices that make the whole CS organization stronger.

Skills

Customer Success

Enterprise SaaS

B2B relationships

Measurable outcomes

Executive communication

Cross-functional leadership

Tools

CRM platforms

Job description

Litera in Raleigh, NC is seeking an Enterprise Customer Success Manager to partner with our largest law-firm customers and translate business priorities into measurable outcomes. You’ll collaborate with executives across Product, Solutions, and Support to drive adoption, retention, and expansion in a high-visibility role.

This hybrid position requires strong executive communication, risk management, and the ability to lead cross-functional teams without direct authority.