Director, Customer Success

Litera•Raleigh, NC

1d•Hybrid

About The Position

Join the Legal Tech Revolution at Litera. Are you ready to shape the future of how law is practiced? At Litera, we’re on a mission to Raise The Bar™️ for the legal profession by delivering transformational and globally-trusted solutions to law firms and corporate legal teams worldwide. We’ve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the world’s largest law firms as our clients. If you’re passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of an extraordinary team that’s elevating the craft of law. This position is based in one of the below locations and candidates should reside within reasonable commuting distance, as this role requires on-site presence at least six days per month. Available Office Locations: Austin | Chicago | Denver | New Jersey | Philadelphia | Raleigh | Overview: As a Director, Customer Success at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. You will have the opportunity to work with cutting-edge tools and collaborate with industry experts to deliver solutions that make a real difference in the legal profession.

Requirements

Bachelor's degree in business, Marketing, or a related field.
Minimum of 7 years in customer success or a similar leadership role.
Proven track record of enhancing customer satisfaction and leading teams.
Strong strategic thinking and leadership abilities.
Excellent communication and interpersonal skills.
Proficiency in CRM and customer success management tools.
Ability to analyze data and drive data-driven decisions.
Results-oriented with a focus on customer satisfaction and retention.
High level of adaptability and resilience in a fast-paced environment.
Strong problem-solving and decision-making abilities.

Nice To Haves

MBA or advanced degree preferred.

Responsibilities

Develop and implement strategies to enhance customer satisfaction and retention.
Align customer success initiatives with overall business goals.
Lead, mentor, and develop a high-performing customer success team.
Foster a culture of excellence, collaboration, and continuous improvement.
Build and maintain strong relationships with key customers to understand their needs.
Identify opportunities to enhance the customer experience and address pain points.
Establish and track key performance indicators (KPIs) to measure success.
Provide regular reports and insights to senior management on customer success metrics.
Analyze and improve customer success processes for efficiency and effectiveness.
Implement tools and technologies to enhance customer interactions and satisfaction.
Collaborate with sales, product, and marketing teams to ensure alignment and integration.
Drive initiatives that foster collaboration and synergy across departments.