Enterprise Customer Success Manager (Salesforce Certified)

Litify

10h•$100,000 - $120,000•Remote

About The Position

At Litify, we’re revolutionizing the Legal industry by being the platform powering legal’s top performers. As a trailblazer in legal technology, Litify delivers an all-in-one legal operating solution that empowers law firms and legal departments to achieve consistent success by continually standardizing, measuring, and improving their legal operations. Our mission is clear: to deliver better business outcomes to our clients, so they can focus on delivering the best legal service and outcomes to their clients. 400+ enterprise businesses and 55K+ legal professionals trust Litify to amplify their impact with innovative technology and service that stands the test of time. Backed by Bessemer Venture Partners, Litify is proud to be recognized as one of Inc. 5000 and Deloitte Technology Fast 500’s fastest-growing private companies in America along with numerous awards for our unparalleled software. With offices in the vibrant cities of New York and New Orleans, we’re at the heart of legal innovation. Litify is looking for a Customer Success Manager to join our Enterprise team. This position will be remote, with occasional travel to client sites and our NYC headquarters. In this role, you will monitor and manage a portfolio of 12-16 client accounts to drive adoption, desired outcomes, and ultimately ensure retention and contract renewal. You will be an expert in both Litify and Salesforce to best advise clients and assist with on-the-spot solutioning. You will lead goal setting sessions and assist implementation teams in preparing clients for a successful launch. You will partner with clients to provide best practices, lead creative problem solving, and recommend appropriate Litify, Salesforce and AppExchange solutions. You will monitor customer health to track adoption and customer satisfaction. You will identify at-risk accounts, and in coordination with your manager, develop and deliver on customer remediation plans. You will coordinate between clients and Litify internal and partner resources to drive adoption and create opportunities for expansion. You will identify opportunities for documenting success stories for our Marketing team. You will maintain high levels of customer engagement and satisfaction. You will measure success by continued expansion of Litify and Salesforce across your customers’ organization and workflow.

Requirements

Bachelor’s degree
Demonstrable technical aptitude with intermediate Admin level tasks (flows, custom reports, complex formulas)
Strong aptitude for new technologies, and the ability to quickly diagnose needs and identify solutions
4 years experience as a Customer Success Manager (ideally with a SaaS product)
7 years experience in direct customer-facing positions
Excellent written, verbal, and oral communication with experience making presentations to key stakeholders

Nice To Haves

Salesforce Admin Certification a Plus

Responsibilities

Monitor and manage a portfolio of 12-16 client accounts to drive adoption, desired outcomes, and ultimately ensure retention and contract renewal
Be an expert in both Litify and Salesforce in order to best advise clients and assist with on-the-spot solutioning
Lead goal setting sessions and assist implementation teams in preparing clients for a successful launch
Partner with clients to provide best practices, lead creative problem solving, and recommend appropriate Litify, Salesforce and AppExchange solutions
Monitor customer health to track adoption and customer satisfaction
Identify at-risk accounts, and in coordination with your manager, develop and deliver on customer remediation plans
Coordinate between clients and Litify internal and partner resources to drive adoption and create opportunities for expansion
Identify opportunities for documenting success stories for our Marketing team
Maintain high levels of customer engagement and satisfaction
Measure success by continued expansion of Litify and Salesforce across your customers’ organization and workflow