What are the responsibilities and job description for the Senior Customer Success Manager position at Litera?
Job Description
The Opportunity
This role reports into the Manager, Customer Success, and is responsible for our North American Large Law customer base. The Senior CSM acts as a key stakeholder for our customers serving as their liaison and advocate. They are curious and passionate about guiding adoption, engaging end users, and leveraging data for insights. Senior CSMs work cross-functionally to provide an exceptional customer experience from welcome and onboarding through customer renewal and beyond. Success is measured by reoccurring revenue growth and customer sentiment.
A Day in the Life
A Senior CSM is relationship-focused and leverages their network to build and deepen relationships with buyers, influencers, advocates and at times, the end users themselves. They will also lead the renewals for their book of business.
- Consulting with new and existing customers to coordinate a seamless transition from sales to customer success
- Work in sync with the Account Executive to ensure a seamless and holistic customer experience
- Develop mutual success plans that align customer objectives to their Litera portfolio in order to drive optimal value
- Review usage data, overcome challenges and proactively working to uncover and mitigate risk
- Discover any additional opportunities to compliment the customer's Litera workflow and solve other business problems they are facing
- Maintain regular contact with stakeholders and key contacts as well as keep up-to-date strategic success plans. Advocate as their voice and provide regular updates internally ensuring visibility to your customer's need
- Lead a cadence of business review presentations
- Ensure renewals are finalized in a timely manner and with appropriate increases
- Identify opportunities for Professional Services, cross-sell and upsell
- The Senior CSM works as part of a collaborative team, supporting each other and the needs of our customers
Key Deliverables
Role Progression
Within 1 month, you will :
Within 3 months, you will :
Within 6 months, you will :
About You
California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington Residents Only : The salary range for California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington residents is $70,000 to $85,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Litera offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Salary : $70,000 - $85,000
