Strategic Customer Success Manager

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Job Description
Reporting to the Director of Customer Success, the Strategic Customer Success Manager (CSM) acts as an advocate for our largest customers with a focus on guiding adoption, engaging decision makers, and leveraging data for insights. As part of a cross-functional team, Strategic CSMs collaborate, create, and deliver against success criteria and success plans while setting and managing expectations with customers by aligning with our Sales, Product, and Support teams. Strategic CSMs are measured by reoccurring revenue growth, and customer satisfaction and retention while working with large law firms.
A Day in the Life

  • Consult 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 complement the customer's workflow and solve other business problems they are facing
  • Maintain regular contact and updates with stakeholders and key contacts as well as keep up-to-date strategic success plans
  • Lead customer onboarding and a cadence of business review presentations
  • Work side-by-side with customer-facing teams and 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, value adoption assessments, QBRs, escalations, and CABs


Role Progression
Within 1 month, you will:

  • Complete New Hire Onboarding including eLearning courses and role specific training
  • Review and understand your assigned customers
  • Learn best practices, processes, and business tools that enable us to be successful
  • Begin meeting with cross-departmental leaders


Within 3 months, you will:

  • Maintain and deliver custom success plans for assigned accounts
  • Deliver strategic business review presentations and share key deliverables and data
  • Begin collaborating and negotiating for results with strategic managers and executives, internally and externally
  • Document customer profile, plans and stakeholder information in Salesforce


Within 6 months, you will:

  • Provide guidance to customers on how to maximize the value our solutions for their business and be their trusted advisor
  • Lead user group and/or round table discussions
  • Meet with customers in person and partner with Marketing to deliver account-based campaigns to drive awareness
  • Provide feedback on ways to improve customer and user experience


About You

  • Experience with enterprise accounts and/or 1000+ user accounts
  • Inquisitive and adaptive team player able to listen and empathize with customers
  • Pro-active in working with customers
  • Educate customers without overly navigating a solution or product for them
  • Strong presentation, oral and written communication skills
  • Ability to diligently problem solve and trouble-shoot problems independently
  • Experience with Customer Success, Professional Services, Consulting and/or Account Management in a customer facing role; will also consider Advisory backgrounds in law firms


Why Litera?
We strive to stay current with all employment trends and prioritize flexibility, employee well-being, and diversity, equity, and inclusion (DEI). Most of our employees are fully remote, and we do not have a return-to-office plan as we are more successful working remotely. Our generous PTO and ten flexible holidays promote work-life balance. And all our employees are encouraged to access personal development courses and tools in our internal learning management system.
Litera is an equal opportunity employer, and proud to be committed to diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability, or age.
Note: As we continually reevaluate pay transparency rules and requirements, in order to ensure we are compliant, we believe a direct approach to be most accurate. If you are a California, Colorado, Connecticut, Maryland, Nevada, New Jersey, New York, Ohio or Washington resident and this role is physically available in your state or classified as remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email identifying the title of the role you are interested in and the state you reside in to [email protected] .
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 $75,000 to $80,500 . 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.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ASP.NETFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • SQLiteDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • HubspotEmail
    • HubspotLead Gen

An Insider's view of Litera

How does your team reward individual success?

Litera is very generous when it comes to rewards and recognition. Just one example of this is how we recognize top performers in the organization every quarter based on our Core Values. The individuals get to spin a virtual prize wheel where they can win anything from cash, surprise birthday parties, or a new pair of shoes picked out by our CEO!

Nicole

Manager, Recruiting

How do you collaborate with other teams in the company?

Our culture is heavily focused on collaboration and growth, and everyone is approachable, from the CEO right through to the developers. Though I'm in sales, I regularly speak with our customer success, product, and marketing teams.

Abhijat

Vice President, International Sales

How has your career grown since starting at the company?

The best part of working here has been the opportunity to grow and learn. I started when I was 23 and have had many different roles and responsibilities on my journey with the company.

Nick

Product Manager

What is your vision for the company?

At Litera, we know that a great culture emerges from the people you hire. We hire the best and brightest, and take pride in taking care of our employees who in return, take care of us and our clients.

Brittani

Chief People Officer

How do your team's ideas influence the company's direction?

I'm inspired by the talented group of people I work with. One of the many benefits of working with a small company is that everyone has a direct impact on the outcome of our business. There is a sense of pride and ownership.

Kim

Business Analyst

What are Litera Perks + Benefits

Litera Benefits Overview

Litera proudly offers a comprehensive suite of benefits designed to serve the diverse needs of our unique workforce. While we are committed to enhancing and expanding our benefit offerings, the information in this document is meant to familiarize you with the benefits and programs currently in place.

Your medical, dental, vision, commuter benefit, and traditional 401k payroll deductions are through a pre-tax plan. The plan provides tax savings by reducing employee premiums from gross salary prior to calculation of federal income and Social Security taxes.

Culture
Volunteer in local community
We believe in giving back to our community. All full time employees are given one Volunteer Day Off per year that can be utilized at any point. Some employees even coordinate to participate in groups.
Partners with nonprofits
Litera partners with Cardz for Kidz, Comic Relief, Genesys Works, & more!
Open door policy
OKR operational model
Open office floor plan
Flexible work schedule
Remote work program
Our remote work program includes working remotely on occasion as needed.
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
All hiring managers will going through certifications before hiring at Litera. In order to be a certified hiring manager, you must go through unconscious bias training.
Diversity employee resource groups
Litera's Diversity & Inclusion Champions Network has one major goal which is “to make Litera a safe space where every employee feels like they can bring their whole self to work".
Hiring practices that promote diversity
Litera has completely revamped our hiring process. You can expect: inclusive job descriptions, certified pre-employment assessments, diverse interview panels, & a shift in assessing our culture fit.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Litera employees can contribute up to $3550 annually for individuals & $7,100 for families to their FSA.
Disability insurance
Dental insurance
Our dental plan covers 100% of preventative services, 80% of basic services, and 50% of major services.
Vision insurance
Health insurance
Life insurance
Mental health benefits
Our plan provides employees with free access confidential assistance to help you and your family meet the challenges that life, work and relationships can bring.
Financial & Retirement
401(K)
401(K) matching
Litera provides employees with a 401(k) matching plan managed by Principal. We match 4% of contributions up to $11,400 maximum on each paycheck with immediate vesting .
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Home-office stipend for remote employees
During COVID, have provided extreme flexibility with working hours, provided all team members with a cash bonus to purchase items to enhance their “home office"
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Customized development tracks

Additional Perks + Benefits

As a global company, Litera strives to put diversity & inclusion at the forefront and make it a constant topic of conversation. Our employees come from all walks of life and we find it essential to embrace all cultures and backgrounds.

Our core values are the key driving forces behind nearly everything we do! From collaborating with one another to assisting our customers, our values are always front and center of the way we work at Litera.
Our open work setting means each team is accessible and our executives are always approachable. This focus on open communication and transparent leadership contributes to a unique and cooperative work environment.

We are extremely focused on career growth and opportunities for professional development for our employees. Our outstanding recognition program shines a spotlight on employees that go above and beyond by celebrating their hard work and wins.

Our employees are driven, energetic, passionate, and have the ability to make a direct impact within the company. We may be biased, but we believe our people are the best and brightest in the industry, and we’re always looking to expand our team!

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