Enterprise Customer Adoption Manager

Litera • Raleigh, NC

7d • Hybrid

About The Position

The Enterprise Customer Adoption Manager ensures Litera’s largest customers realize measurable business value from its products. This high-visibility, customer-facing role partners with executive sponsors, customer champions, and internal teams across Product, Solutions, Support, and Account Management or Sales to improve adoption, strengthen account health, and support renewals through demonstrated value. The role serves as a trusted voice of the customer and helps shape enterprise customer success and Litera’s ongoing evolution.

The position owns account success strategy and health, translates customer business objectives into measurable adoption plans, tracks progress against customer KPIs, and leads outcome-focused business reviews. It also drives sustained product usage, coordinates enablement and change management, builds relationships across complex stakeholder groups, manages account risks and recovery plans, and partners with commercial owners on renewal readiness, retention, and expansion.

This is a hybrid role based in Raleigh, with an expectation to work in the office at least three days per week.

Requirements

• Experience in customer adoption, strategic account management, enterprise SaaS, or a related customer-facing role.
• Demonstrated ability to manage complex B2B customer relationships and multiple stakeholder groups.
• Experience developing success plans tied to measurable business outcomes and adoption goals.
• Strong analytical skills and ability to interpret customer health indicators, product usage, and performance metrics.
• Excellent executive communication, presentation, facilitation, and relationship-building skills.
• Proven ability to manage risk proactively and coordinate cross-functional teams without direct authority.
• Strong organizational skills, sound judgment, and ability to prioritize competing account needs.

Responsibilities

• Own the success strategy and health of enterprise accounts, maintaining a current view of adoption, value realization, stakeholder engagement, and renewal risk.
• Translate customer business objectives into outcome-driven Customer Adoption Plans with baselines, success criteria, milestones, owners, and target dates.
• Keep account plans, risk assessments, and engagement records accurate and current.
• Track customer KPIs and demonstrate the value customers are realizing.
• Lead business reviews focused on outcomes, adoption, progress against goals, and opportunities to expand value.
• Drive sustained use of core features and workflows by analyzing product usage, addressing adoption gaps, and optimizing existing implementations.
• Align stakeholders on adoption priorities and coordinate training, enablement, and change management.
• Build relationships with executive sponsors, business leaders, champions, administrators, and end users; facilitate executive conversations connecting product capabilities to business impact.
• Navigate complex stakeholder environments, build consensus, and protect relationships through champion turnover.
• Identify account risks early and lead recovery plans with owners, milestones, and escalation paths.
• Partner with Account Management or Sales on renewal readiness, retention, and expansion, ensuring customer value, open issues, and commitments are visible well ahead of renewal.
• Coordinate with Product, Solutions, and Support to remove barriers, share customer feedback, and distribute best practices across the Customer Success organization.

Benefits

• Opportunities for growth through meaningful stretch opportunities, visibility, and career development.
• The opportunity to work with global teams.
• An inclusive work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed