Strategic Customer Success Manager

Job Description

Join the Legal Tech Revolution at Litera

Are you ready to shape the future of how law is practiced? At Litera, we’re on a mission to Raise The Bar™️ for the legal profession by delivering transformational and globally-trusted solutions to law firms and corporate legal teams worldwide. We’ve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the world’s largest law firms as our clients. If you’re passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of an extraordinary team that’s elevating the craft of law.

The Opportunity

This role reports to the Director, Customer Success

The Customer Success Manager (CSM) supports a strategic international customer base, acting as a trusted partner and advocate. They drive adoption, engage users, and use data to guide outcomes. CSMs collaborate across teams to ensure a seamless customer journey—from onboarding to renewal—focused on delivering value and strengthening customer trust. Success is measured by recurring revenue growth and customer satisfaction.

A Day in the Life

• Build strong strategic relationships with buyers, influencers, advocates, and end users

• Lead the full renewal cycle, including negotiations and identifying upsell opportunities

• Partner with Sales to ensure a seamless customer journey

• Guide onboarding and transitions from Sales to Customer Success

• Create and maintain active success plans that clarify customer goals, current state, and next steps

• Monitor customer health, identify risks or areas for improvement, and execute mitigation plans

• Deliver Value Adoption Assessments to highlight usage trends and productivity opportunities

• Conduct regular business reviews to align on priorities and demonstrate value

• Maintain consistent communication with stakeholders and keep strategic plans up to date

• Facilitate internal alignment meetings to connect key players and share timely insights

• Collaborate across Sales, Product, and Marketing to share feedback and drive innovation

• Support a team-first culture focused on delivering exceptional customer outcomes

Qualifications:

• Passionate about customer success and delivering excellence

• Adaptable, curious, and quick to learn

• Strong communicator—confident in presenting and writing

• Empathetic listener with an understanding of professional services

• Skilled at independent problem-solving and troubleshooting

• Tech-savvy and comfortable demonstrating products

• 3+ years in Customer Success, Consulting, or Account Management

• Proactive in guiding customers through the Litera ecosystem

• Collaborative team player aligned with Litera’s values

• Experience in legal tech or at a law firm preferred

Why 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 environment

• Commitment 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 impact.

• Global, 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 together.

• Comprehensive 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.