Job Description
Join Our Team at Litera : Where Legal Technology Meets Excellence
Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera : Less busy work, more of your life's work.
The Opportunity
This role reports into the Manager, Customer Success - Large Law, North America and partners with our customers to deliver on expectations and drive successful outcomes. CSMs work cross functionally setting and managing expectations between Litera and the customer to ensure we guide adoption, engage end users, and deliver on expectations. Our CSMs are measured by reoccurring revenue growth and customer sentiment.
A Day in the Life
- Consulting with new and existing customers to coordinate a seamless transition from sales to customer success
- Ensure renewals are finalized with appropriate increases and durations
- Review usage data, overcome challenges, and proactively work to uncover and mitigate risk
- Discover any additional opportunities to compliment the customer's Litera workflow and solve other business problems they are facing
- Identify opportunities for Professional Services, cross-sell and upsell
Key Deliverables
Success Plans - Deliver clarity on what each customer wants to achieve and why, where are they now and what next in the framework of clarity, climate, and competenceCustomer Health - Identify potential areas of risk or improvement, develop and execute an action plan to remediateGRR / Renewals - Lead the renewals process from start to finish including negotiations, and help identify potential areas for upsell opportunitiesValue Adoption Assessment - Delivering data on how the solution is being adopted and identifying areas that may increase productivity or reduce painQuarterly Business Reviews - Properly align the priorities and initiatives of the customer and apply the success plan and value adoption data insights so that the customer has a full-service review of their investmentInternal Alignment Meetings - Ensure internal stakeholders are timely provided relevant information to empower our customers and our productsRole Progression
Within 1 month, you will :
Complete New Hire OnboardingLearn best practices, processes, and business tools (e.g., Salesforce)Review and understand assigned customers and productsBegin weekly meetings with Account Executive counterpartWithin 3 months, you will :
Maintain and deliver custom success plans for assigned accountsDeliver strategic business review presentationsShare key deliverables both internally and with the customerBegin managing renewals with guided support from your managerWithin 6 months, you will :
Become a trusted advisor and advocate for your customers' voiceFacilitate user group and / or round table discussionsLead the renewals process from start to finishAbout You
Strong presentation, oral and written communication skills are a mustAbility to listen for comprehension and empathy within a legal SaaS industryComfortable with ambiguity and able to make tough decisions, prioritizing initiatives that align with strategic goals while balancing short-term and long-term objectives3 years of recent experience with Customer Success, Professional Services, Consulting and / or Account ManagementInterest in technology, product lifecycles, and roadmapsEffectively communicate detailed processes to customers, enabling them to independently complete tasks without direct interventionExperience at a legal technology company or law firm is a plusWhy Join Litera?
The company culture : We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environmentCommitment to Employees : Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impactGlobal, Dynamic, and Diverse Team : Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve togetherComprehensive Benefits Package : Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.Career Growth and Development : We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles.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 $55,000 to $70,000. 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 : $55,000 - $70,000
