Senior Customer Success Manager

The Opportunity 

This role reports into the Manager, Customer Success, and is responsible for our North American Large Law customer base. The Senior CSM acts as a key stakeholder for our customers serving as their liaison and advocate. They are curious and passionate about guiding adoption, engaging end users, and leveraging data for insights. Senior CSMs work cross-functionally to provide an exceptional customer experience from welcome and onboarding through customer renewal and beyond. Success is measured by reoccurring revenue growth and customer sentiment.

A Day in the Life 

A Senior CSM is relationship-focused and leverages their network to build and deepen relationships with buyers, influencers, advocates and at times, the end users themselves. They will also lead the renewals for their book of business.

• Consulting with new and existing customers to coordinate a seamless transition from sales to customer success

• Work in sync with the Account Executive to ensure a seamless and holistic customer experience

• Develop mutual success plans that align customer objectives to their Litera portfolio in order to drive optimal value

• Review usage data, overcome challenges and proactively working to uncover and mitigate risk

• Discover any additional opportunities to compliment the customer’s Litera workflow and solve other business problems they are facing

• Maintain regular contact with stakeholders and key contacts as well as keep up-to-date strategic success plans. Advocate as their voice and provide regular updates internally ensuring visibility to your customer's need

• Lead a cadence of business review presentations

• Ensure renewals are finalized in a timely manner and with appropriate increases

• Identify opportunities for Professional Services, cross-sell and upsell

• The Senior CSM works as part of a collaborative team, supporting each other and the needs of our customers

Key Deliverables

• Success plans – Deliver clarity on what the customer wants to achieve and why, where are they now and what next in the framework of clarity, climate, and competence. Each customer should have an active success plan

• Customer Health – identify potential areas of risk or improvement, develop and execute an action plan to remediate

• GRR/Renewals – lead the renewals process from start to finish including negotiations.  Help to identify potential areas for upsell opportunities

• Value Adoption Assessment – Delivering data on what and how the solution is being adopted and therefore identifying areas that may increase productivity or reduce pain

• Quarterly Business Reviews – (or any other regular cadence!). These reviews are to formally agree the priorities and initiatives of the customer and apply the success plan and data from the value adoption to this review so that the customer has a full-service review of their investment

• Internal Alignment Meetings – You will be the glue between the key players that empower our customers and give Litera opportunities to engage with the relevant information at the right time

Role Progression

Within 1 month, you will:

• Complete New Hire Onboarding

• Review and understand your assigned territory and customers, primarily focused on large Law firms and other top tier accounts

• Meet with your revenue counterpart weekly to begin understanding your book of business at a more strategic level

Within 3 months, you will:

• Maintain and deliver custom success plans for assigned accounts and manage renewals

• Deliver strategic business review presentations and information in person and virtually by leveraging data

• Begin independently collaborating and negotiating for results with senior level managers and executives internally and for the customer, sharing your key deliverables

• Document customer profile, plans and stakeholder information in Salesforce while building relationships with customers

Within 6 months, you will:

• Become a trusted advisor and advocate for your customers’ voice

• Provide guidance to customers on how to maximize the value our solutions for their business

• Lead user group and/or round table discussions

• Meet with customers in person

• Partner with marketing to deliver account-based campaigns to drive awareness

About You

• Passionate about customer success and excellence

• Highly adaptable, quick thinker and inquisitive

• Strong presentation, oral and written communication skills

• Ability to listen and empathize and understand with a professional services industry

• Ability to diligently problem solve and troubleshoot problems independently

• Interest in technology and confidence to demonstrate products

• 3+ years of recent experience with Customer Success, Professional Services, Consulting and/or Account Management.

• You must be able to manage your customers in a pro-active fashion and educate your customers in how to navigate the Litera world rather than navigate it for them

• Have experience at a legal technology company or law firm 

California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington residents is $70,000 to $85,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Litera offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).