Manager, Customer Success

Litera•Chicago, IL

14h•Hybrid

About The Position

The Manager, Customer Success (International) owns the outcomes that matter most — retention, adoption, and long-term customer growth across North America. In this role, you'll lead and scale a team of Customer Success Managers whose work directly shapes whether customers succeed with Litera. Your impact is measured in the value customers realize, the partnerships you deepen, and the revenue you protect — all while connecting regional execution to Litera's global Customer Success strategy.

Requirements

Proven experience leading Customer Success or Account Management teams.
Strong record of driving adoption, retention, and value realization across diverse customer segments.
Comfortable operating across regions, cultures, and time zones.
Executive‑level communication skills with the ability to engage senior customer stakeholders.
Data‑driven, with experience using customer health, adoption, and renewal metrics.
Collaborative leader experienced in working cross‑functionally within a matrixed organization.

Responsibilities

Lead, coach, and develop a team of International Customer Success Managers, supporting customers across assigned regions.
Build a high‑performing, engaged team capable of managing regional complexity, cultural nuance, and varied customer maturity.
Establish clear priorities, capacity planning, and coverage models appropriate for international markets.
Create an environment of accountability, collaboration, and continuous improvement aligned to Litera’s global standards.
Ownership of renewal process, including accurate forecasting on SFDC.
Own customer health, adoption, and retention outcomes across the customer portfolio.
Ensure consistent execution of success plans, value adoption assessments, and Quarterly Business Reviews (QBRs) with customers.
Proactively identify regional risks and partner with CSMs to implement mitigation and recovery strategies.
Support renewal readiness and partner closely with Renewals and Sales teams to ensure value‑led, on‑time renewals.
Drive consistency and scalability of Customer Success processes across regions.
Leverage customer telemetry and adoption data to identify trends, risks, and opportunities at both account and regional level.
Partner with Customer Success Operations to refine reporting, playbooks, and tooling that support scale.
Ensure strong CRM discipline, forecasting accuracy, and account hygiene across the team.
Act as an escalation point for strategic or at‑risk accounts.
Collaborate with Product and Engineering to ensure customer feedback informs roadmap prioritization.
Partner with Sales, Marketing, and Professional Services to support regional growth, advocacy, and expansion initiatives.
Represent the voice of International customers in internal forums and planning discussions.
Contribute to the evolution of Litera’s global Customer Success strategy.
Support change initiatives including AI adoption, new product launches, and process transformation across regions.
Provide insight and recommendations on regional trends, customer needs, and opportunities for improvement.