Customer Success Manager

Job Description

A Customer Success Manager (CSM) at Litera is responsible for partnering with our customers to deliver on expectations and drive successful outcomes. The CSM acts as a key stakeholder for our customers serving as their advocate and are curious and passionate about guiding adoption, engaging end users, and leveraging data for insights. CSMs work without boundaries across our organization, setting and managing expectations between Litera and the customer to ensure we deliver against success criteria defined and more.

CSMs work cross-functionally to provide an exceptional customer experience from welcome and onboarding through their renewal and beyond. What matters to our CSMs is that our customers are achieving value from their investment in Litera, ultimately strengthening their trust and commitment in our people, solutions and brand.

• A CSM is relationship-focused and leverages their network to build and deepen relationships with buyers, influencers, advocates and at times, the end users themselves for their customers.
• A CSM will work on a wide range of customers from complex to non complex, small and medium sized firms.
• A CSM reports to the Manager of Customer Success
• On a given day, a CSM will spend time:
• Consulting with new and existing customers to coordinate onboarding, discover partnership objectives and develop success plans to drive 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
• CSMs often lead customer onboarding and a cadence of business review presentations
• The CSM works as part of a collaborative team, supporting each other and the needs of our customers.
• CSMs will align closely with our customer-facing teams, and internally with Sales, Product, and Marketing to share success stories, insights and key OKR’s that drive our product forward
• CSMs will be responsible for key deliverables such as success plans, value adoption assessments, and quarterly business reviews

• Passionate about customer success and excellence
• Highly adaptable, quick thinker and inquisitive
• Strong presentation, oral and written communication skills are a must
• Ability to listen and empathize and understand with a professional services industry
• Ability to diligently problem solve and trouble-shoot problems independently
• Interest in technology and confidence to demonstrate products
• 1+ years of recent experience with Customer Success, Professional Services, Consulting and/or Account Management. A customer facing role is essential.
• You must be able to manage your customers in a pro-active fashion and educate your customers in how to navigate the Litera world rather than navigate it for them
• A team player with an appreciation for Litera’s core values

• Owns the health and retention of their named accounts
• Ensures customers are achieving expected ROI or better from Litera
• Confirms that Litera’s products are sticky, i.e., engrained within customers’ work patterns
• Builds strong relationships with users, identifying opportunities to improve ways of working via customer telemetry
• Owns customer QBRs that produce usable recommendation to customers, help customers realize ROI, and capture case studies and success stories
• Builds relationships with users and leaders across all relevant personas
• Builds excitement for Litera — sharing roadmaps, product enhancements; enabling positive referencing and participation in PAGs
• Maintains operational intelligence of customer changes in personnel, interest in other products, upcoming changes, flagging risks, and success stories — and feeds back to KAMs or Renewal Managers to support their processes
• Initiates renewal conversations (180 days prior to due date) lays the ground for a smooth renewal process, manages reduced and credits

• Passionate about…