Customer Adoption Manager, Corporate

Litera•Raleigh, NC

7d•Hybrid

About The Position

The Corporate Customer Adoption Manager is responsible for helping a portfolio of corporate customers achieve measurable outcomes and lasting value from Litera through a proactive, repeatable customer success approach. The role partners with customer champions, administrators, and decision-makers, as well as internal teams across Sales, Support, and Product. It focuses on strengthening adoption, identifying risks early, and preparing healthy accounts for renewal while helping shape scalable customer success practices. This is a hybrid role based in Raleigh, North Carolina, with an expectation to work in the office at least three days per week.

Requirements

Experience in customer adoption, account management, customer onboarding, SaaS, or a related customer-facing role.
Ability to manage multiple customer relationships and prioritize competing needs effectively.
Experience tracking adoption, customer health, milestones, and measurable outcomes.
Strong analytical and problem-solving skills, including the ability to interpret product usage and engagement trends.
Excellent written and verbal communication skills.
Strong organizational skills, follow-through, and attention to detail.
Ability to work effectively across Sales, Support, Product, and other internal teams.
Comfort using CRM, customer success, reporting, and productivity tools.

Responsibilities

Own the health, adoption, and success of a corporate customer portfolio, understanding each customer’s objectives, use cases, stakeholders, and desired outcomes.
Monitor product usage, engagement, sentiment, and support issues to prioritize work based on account health, adoption gaps, lifecycle stage, and business impact.
Establish customer objectives and success criteria, and create practical success plans with metrics, milestones, owners, and target dates.
Track progress toward customer outcomes through structured reviews and regular touchpoints.
Use usage data and engagement signals to identify underutilization, stalled onboarding, and declining activity, and drive adoption of core features and workflows.
Deliver repeatable adoption programs, targeted enablement, training, and communications that promote proven workflows and best practices.
Balance scalable digital resources with higher-touch support for accounts that need it most.
Identify emerging risks and lead action plans for customers with low adoption, poor engagement, or limited value realization; escalate technical, product, or commercial concerns to appropriate teams.
Build relationships with customer champions, administrators, decision-makers, and end users, with an engagement cadence suited to each account.
Partner with Account Management or Sales on renewal readiness and expansion, and encourage customer advocacy when customers achieve meaningful results.
Share customer feedback and recurring needs with internal teams, and identify process improvements that improve efficiency without compromising customer outcomes.
Maintain accurate CRM and customer success platform records, and share successful adoption strategies and portfolio management practices with the broader Customer Success team.