Enterprise Customer Success Manager

Litera•Raleigh, NC

4d•Hybrid

About The Position

As an Enterprise Customer Success Manager at Litera, you will serve as a strategic partner to the company’s largest customers, translating their business priorities into measurable outcomes. You will collaborate with executive sponsors, operational leaders, and internal teams across Product, Solutions, and Support to drive adoption, retention, and expansion. This is a high-visibility role in which sound judgment and executive presence shape the customer experience. The position is hybrid in Raleigh, North Carolina, with an expectation to work in the office at least three days per week.

Requirements

Experience in Customer Success, strategic account management, or enterprise SaaS.
Proven ability to manage complex B2B relationships across multiple stakeholder groups.
Experience building success plans tied to measurable business outcomes and adoption goals.
Strong analytical skills, including the ability to interpret account health, usage, and performance metrics.
Excellent executive communication, presentation, and facilitation skills.
Ability to manage risk proactively and lead cross-functional teams without direct authority.

Nice To Haves

Experience with legal technology or professional services customers.
Familiarity with renewal and expansion partnerships with Account Management or Sales.
Experience navigating stakeholder turnover and rebuilding executive sponsorship.
Experience with CRM and customer success platforms.

Responsibilities

Help customers achieve agreed business outcomes using success plans, baselines, and target dates to track progress.
Monitor and communicate account health proactively, surfacing risks and opportunities before renewal.
Develop account-specific strategies, enablement, and change management to sustain adoption of priority features and workflows.
Build trusted relationships with executive sponsors, champions, and end users, and maintain resilience against stakeholder turnover.
Conduct executive-level business reviews that connect product capabilities to demonstrable business impact and future opportunities.
Create recovery plans for at-risk accounts with clear owners, milestones, and escalation paths.
Partner with Account Management or Sales to support renewal readiness and identify expansion opportunities.
Align cross-functional teams around customer commitments and share customer insights and best practices to strengthen the Customer Success organization.