Strategic Customer Success Manager

Litera

1d•$80,000 - $100,000•Hybrid

About The Position

At Litera, we don’t just build software, we transform how the world’s ביותר law firms operate. Every day, we Raise The Bar™️ for what’s possible through AI, innovation, and solutions that power millions of legal professionals worldwide. If you’re energized by scale, real impact, and meaningful challenges, you’ll feel right at home here. This role is based in Denver, Chicago, Raleigh, Austin, Boston, or New Jersey and we’re looking for someone within a reasonable commuting distance, who can join us in the office at least 6 days a month for collaboration and connection. As a Strategic Customer Success Manager, you’ll be the trusted partner behind Litera’s largest and most complex law firm relationships — directly driving recurring revenue growth, retention, and customer satisfaction. You’ll work cross-functionally with Sales, Product, and Support to turn adoption data into actionable strategies and ensure every customer realizes the full value of our platform. This is a high-impact role where your ability to build executive relationships, anticipate risk, and champion customer outcomes will shape how Litera’s biggest accounts grow with us. If you’re energized by owning the customer journey at enterprise scale, this is your opportunity.

Requirements

Experience managing enterprise accounts and/or 1000+ user customer environments.
Background in Customer Success, Professional Services, Consulting, or Account Management in a customer-facing role; advisory backgrounds in law firms will also be considered.
Strong presentation, written, and verbal communication skills with the ability to engage executive stakeholders.
Proven ability to leverage data to drive customer insights, uncover risk, and inform strategic recommendations.
Inquisitive, empathetic, and proactive approach to understanding customer needs and guiding them to outcomes.
Ability to independently problem-solve and navigate complex customer challenges with confidence.

Nice To Haves

Experience working with large law firms or in legal technology.
Familiarity with customer success platforms, CRM tools, or adoption analytics.
Track record of managing QBRs, success plans, escalations, and Customer Advisory Boards.
Experience partnering cross-functionally to influence product direction based on customer feedback.

Responsibilities

Drive recurring revenue growth and retention across Litera’s largest law firm accounts by building deep, trusted partnerships with key stakeholders and decision-makers.
Own the customer journey from onboarding through ongoing adoption — developing and executing strategic success plans that deliver measurable value.
Leverage usage data and customer insights to proactively identify risk, remove adoption barriers, and uncover expansion opportunities.
Lead a cadence of executive business reviews, value adoption assessments, and strategic check-ins that keep customers engaged and aligned.
Collaborate cross-functionally with Sales, Product, Marketing, and Support to share customer insights, influence the product roadmap, and drive key OKRs.
Surface and pursue opportunities to deepen each customer’s investment by solving additional workflow challenges and business problems.