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Client Success Specialist

2 months ago

Little Ferry, New Jersey, United States Litera Corp. Full time
Job Overview


A Customer Engagement Manager at Litera Corp. plays a crucial role in collaborating with clients to meet their expectations and achieve successful results.

This position serves as a primary advocate for clients, demonstrating a keen interest in promoting product adoption, engaging end users, and utilizing data for valuable insights.

Customer Engagement Managers operate across various departments, managing expectations between Litera and the client to ensure that success criteria are met and exceeded.

These professionals are dedicated to providing an outstanding customer experience from the initial welcome and onboarding stages through to renewal and beyond. What matters most is ensuring clients derive significant value from their investment in Litera, thereby enhancing their trust and loyalty towards our solutions and brand.

A Day in the Role


A Customer Engagement Manager focuses on building and nurturing relationships with stakeholders, influencers, advocates, and occasionally, end users on behalf of their clients.

This role involves working with a diverse range of clients, from complex organizations to smaller firms.

Daily responsibilities include:

  • Consulting with both new and existing clients to facilitate onboarding, identify partnership goals, and create success plans that drive value.
  • Analyzing usage data, addressing challenges, and proactively identifying and mitigating risks.
  • Exploring additional opportunities to enhance the client's Litera experience and resolve other business challenges.
  • Maintaining regular communication with key contacts and stakeholders while keeping strategic success plans up to date.
  • Acting as the client's voice internally, providing updates to ensure visibility of their needs.
  • Leading client onboarding processes and conducting regular business review presentations.

The Customer Engagement Manager collaborates closely with internal teams, including Sales, Product, and Marketing, to share success stories, insights, and key objectives that drive product innovation.

Key deliverables include success plans, value adoption assessments, and quarterly business reviews.

About You


You are passionate about customer success and excellence, adaptable, quick-thinking, and curious.

Essential skills include:

  • Strong presentation, verbal, and written communication abilities.
  • Empathy and understanding within a professional services context.
  • Independent problem-solving and troubleshooting skills.
  • Interest in technology and confidence in demonstrating products.
  • A minimum of 1 year of recent experience in Customer Success, Professional Services, Consulting, or Account Management.

You must be capable of proactively managing client relationships and guiding them through the Litera ecosystem rather than navigating it for them.

As a team player, you will embody Litera's core values.

Key Responsibilities


Manage the health and retention of assigned accounts.

Ensure clients achieve expected ROI or better from Litera's offerings.

Confirm that Litera's products are integrated into clients' workflows.

Build strong relationships with users, identifying opportunities to enhance operational efficiency through customer insights.

Conduct customer quarterly business reviews that yield actionable recommendations, help clients realize ROI, and capture success stories.

Foster relationships with users and leaders across relevant roles.

Generate excitement for Litera by sharing product roadmaps and enhancements, facilitating positive references and participation in Product Advisory Groups.

Maintain awareness of changes within client organizations, including personnel shifts, interest in additional products, and upcoming changes, while flagging risks and success stories to relevant teams.

Initiate renewal discussions well in advance to ensure a smooth renewal process, managing any reductions or credits as necessary.

Key Skills:
  • Customer-Centric: Demonstrates a strong desire to partner with clients to help them achieve their objectives.
  • Inquisitive: Actively seeks and captures evidence of the business value provided by Litera.
  • Product & Industry Expertise: Possesses technical knowledge of the client's products and applies it to their specific situations.
  • Analytical: Capable of analyzing customer data to identify new operational opportunities.
  • Creative Problem Solver: Approaches challenges with innovative solutions.
  • Influential Across Levels: Effectively interacts with individuals from operational staff to C-suite executives.
  • Highly Organized: Plans effectively to ensure that objectives are met.
  • Presentation Skills: Engaging presenter and storyteller, adept at using various tools to showcase product features and benefits.
  • Collaborative: Connects people around challenges and drives towards resolution.


The salary range for this position is competitive and based on various factors including education, work experience, and certifications. In addition to salary, Litera offers a comprehensive benefits package, including incentive programs and 401k contributions, subject to eligibility requirements.

Litera Corp. is an equal opportunity employer, celebrating diversity and committed to creating an inclusive environment for all employees.