Customer Success Manager

2 days ago

Chicago, United States Litera Corp. Full time
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.

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. CSMs are measured by reoccurring revenue growth and customer sentiment. 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 Day in the Life

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 are closely aligned with all customer-facing teams, often referred to as the account team, and share a unified goal to make success happen. CSM's also align internally with Sales, product, and marketing to share success stories, insights and key OKR's that drive our product forward.

Key Deliverables
  • Success plans - Delivering Clarity on what the customer wants to achieve and why, where are they now and what next in the framework of clarity, climate, and competence. Each customer should have an active success plan
  • Value Adoption Assessment - Delivering data on what and how the solution is being adopted and therefore identifying areas that may increase productivity or reduce pain
  • Quarterly Business Reviews - (or any other regular cadence). These reviews are to formally agree the priorities and initiatives of the customer and apply the success plan and data from the value adoption to this review so that the customer has a full-service review of their investment.
  • Internal Alignment Meetings - You will be the glue between the key players that empower our customers and give Litera opportunities to engage with the relevant information at the right time.
About You
  • 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.
  • 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
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.


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.

  • Customer Success Manager

    4 days ago

    Chicago, United States ADARA Full time

    Your Team & Role: We are seeking candidates in the Central USA Time Zone. As a Cloud Customer Success Manager, you will play a crucial role in ensuring our Direct End Customers achieve maximum value from our cloud solutions. You will build strong relationships with clients, guiding them through adoption, ongoing support and growth. The goal of this role is...

  • Customer Success Manager

    4 days ago

    Chicago, United States Keeper Security Full time

    Keeper is hiring driven Customer Success Managers to join a high producing team within our B2B sales division. This can be a 100% remote position from select locations with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area! Keeper’s cybersecurity software is trusted by millions of people and thousands of...

  • Customer Success Manager

    4 months ago

    Chicago, United States Education Walkthrough Enterprise Full time

    The Role In this role, you will be responsible for managing a portfolio of customers with the primary objective of delighting customers. You'll act as a trusted advisor, maintaining regular contact to support and partner with them for effective use of the Education Walkthrough platform. Your responsibilities include understanding customer goals, proactively...

  • Customer Success Manager

    2 weeks ago

    Chicago, United States Zadara Full time

    Your Team & Role: We are seeking candidates in the Central USA Time Zone. As a Cloud Customer Success Manager, you will play a crucial role in ensuring our Direct End Customers achieve maximum value from our cloud solutions. You will build strong relationships with clients, guiding them through adoption, ongoing support and growth. The goal of this role is...

  • Manager, Customer Success

    2 days ago

    Chicago, United States FourKites, Inc. Full time

    At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable. Join a team of curious problem solvers that celebrates differences, leads with...

  • Customer Success Manager

    4 days ago

    Chicago, United States AvePoint Full time

    About AvePoint: A five-time winner of the Microsoft Partner of the Year award, AvePoint provides the most advanced platform for SaaS and data management to optimize SaaS operations and secure collaboration. More than 9 million cloud users rely on our solutions to secure digital collaboration data, sustain connections between people and ensure business...

  • Customer Success Manager

    2 weeks ago

    Chicago, United States Zadara Full time

    Your Team & Role: We are seeking candidates in the Central USA Time Zone. As a Cloud Customer Success Manager, you will play a crucial role in ensuring our Direct End Customers achieve maximum value from our cloud solutions. You will build strong relationships with clients, guiding them through adoption, ongoing support and growth. The goal of this role is...

  • Customer Success Manager

    4 days ago

    Chicago, United States MicroStrategy Full time

    Company Description MicroStrategy (Nasdaq: MSTR) is at the forefront of transforming organizations into intelligent enterprises through data-driven innovation. We don't just follow trends—we set them and drive change. As a market leader in enterprise analytics and mobility software, we've pioneered the BI and analytics space, empowering people to make...

  • Customer Success Manager

    4 days ago

    Chicago, United States Cargado, Inc. Full time

    About the company Cargado is an early stage technology startup revolutionizing how U.S.-Mexico cross-border logistics is executed. Founded by experienced entrepreneurs Matt Silver (second-time founder/CEO after a successful exit and long-time freight veteran) and Rylan Hawkins (CTO, Ex-Convoy, Ex-Microsoft, and previous founder). Mexico has recently taken...

  • Manager, Customer Success

    2 months ago

    Chicago, United States FourKites, Inc. Full time

    At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it's medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable. Join a team of curious problem solvers that celebrates differences, leads with...

  • Customer Success Manager

    4 days ago

    Chicago, United States MicroStrategy Incorporated Full time

    MicroStrategy (Nasdaq: MSTR) is at the forefront of transforming organizations into intelligent enterprises through data-driven innovation. We don't just follow trends—we set them and drive change. As a market leader in enterprise analytics and mobility software, we've pioneered the BI and analytics space, empowering people to make better decisions and...

  • Customer Success Manager

    5 days ago

    Chicago, United States SEARCH Group Partners, Inc. Full time

    SEARCH Group Partners, a premier recruiting firm, is looking for Customer Success Manager for one of our SaaS clients located in Chicago, IL. This is a hybrid position, working in the office 3 days a week.Successful Customer Success Manager at LIFELENZ possesses exceptional communication skills, a strong ability to build and nurture relationships, and a keen...

  • Customer Success Manager

    3 days ago

    Chicago, United States SEARCH Group Partners Full time

    SEARCH Group Partners, a premier recruiting firm, is looking for Customer Success Manager for one of our SaaS clients located in Chicago, IL. This is a hybrid position, working in the office 3 days a week. Successful Customer Success Manager at LIFELENZ possesses exceptional communication skills, a strong ability to build and nurture relationships, and a...

  • Customer Success Manager

    2 days ago

    Chicago, United States SEARCH Group Partners, Inc. Full time

    SEARCH Group Partners, a premier recruiting firm, is looking for Customer Success Manager for one of our SaaS clients located in Chicago, IL. This is a hybrid position, working in the office 3 days a week.Successful Customer Success Manager possesses exceptional communication skills, a strong ability to build and nurture relationships, and a keen attention...

  • Customer Success Manager

    2 hours ago

    Chicago, United States SEARCH Group Partners Full time

    SEARCH Group Partners, a premier recruiting firm, is looking for Customer Success Manager for one of our SaaS clients located in Chicago, IL. This is a hybrid position, working in the office 3 days a week. Successful Customer Success Manager possesses exceptional communication skills, a strong ability to build and nurture relationships, and a keen attention...

  • Customer Success Manager

    9 hours ago

    Chicago, United States Intercom Full time

    What‘s the opportunity? We are seeking a Scaled Customer Success Manager to join our global Success Management organization. In this role, you will report directly to the Global Leader of Scaled Success and partner closely with our Sales team. You’ll work with a wide variety of customers, acting as an expert point of contact for all things product and...

  • Customer Success Manager

    5 days ago

    Chicago, United States Intercom Full time

    What‘s the opportunity? We are seeking a Scaled Customer Success Manager to join our global Success Management organization. In this role, you will report directly to the Global Leader of Scaled Success and partner closely with our Sales team. You’ll work with a wide variety of customers, acting as an expert point of contact for all things product and...

  • Customer Success Manager

    4 days ago

    Chicago, United States Verve Group, Inc. Full time

    About Verve Verve is building a world-class team to commercialize wearable solutions that empower the way people move in the world. Our first product is a lightweight, connected wearable system that can be worn all day, every day by industry associates to reduce fatigue, mitigate risk of injury and augment performance. We are looking for an experienced and...

  • Customer Success Manager

    1 month ago

    Chicago, United States MicroStrategy Incorporated Full time

    As a Customer Success Manager, you will manage MicroStrategy's accounts. You will build strong relationships at multiple levels across the account as serve as a trusted advisor to your customers, know their company and industry well and be a strategi Manager, Project Management, Customer Engagement, Customer, Technology, Retail, Business

  • Customer Success Manager

    4 months ago

    Chicago, United States Cargado Full time

    About the company Cargado is an early stage technology startup revolutionizing how U.S.-Mexico cross-border logistics is executed. Founded by experienced entrepreneurs Matt Silver (second-time founder/CEO after a successful exit and long-time freight veteran) and Rylan Hawkins (CTO, Ex-Convoy, Ex-Microsoft, and previous founder). Mexico has recently taken...