Customer Success Manager

Join Litera as a Customer Success Manager and drive innovation in the legal technology space. Work with cutting-edge tools and collaborate with industry experts to deliver solutions that make a real difference in the legal profession.

Requirements

• Collaborate with the engineering team and the customer's IT department to facilitate the setup of SSO, DMS integration, and single-tenant deployment
• Admin Onboarding: Conduct a concise 15-minute onboarding session for customer administrators
• Develop and implement a tailored rollout plan for each customer
• Organize biweekly check-in meetings with customers to monitor and report on the rollout progress
• Lead quarterly business reviews (QBRs) with higher-level stakeholders
• Facilitate group training sessions as outlined in the rollout plan
• Offer personalized 1:1 or small group training sessions on demand
• Investigate and understand how different practice areas might utilize O&D
• Collaborate with team members with specialized expertise
• Initiate and manage direct outreach campaigns aimed at boosting user adoption
• Deliver user support via Intercom chat and video calls
• Maintain 24/7 support availability
• Develop a deep familiarity with the product
• Collect and document user feedback
• Manage and nurture the customer relationship

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• 401k contribution