Customer Success Manager

Job Description

Ready to Help Shape the Future of Legal Tech?!

At Litera, we don’t just build software, we transform how the world’s top 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. 

Where You’ll Work

Your hybrid employment is designated as "Modified." While your primary work location will be your registered home address, you are required to be available for in-person attendance at strategic meetings, client visits, conferences, and team events for a minimum of 6 days per month. Travel expenses associated with these requirements will be reimbursed in accordance with company policy.

Why this Role Matters

This role drives customer growth and retention by ensuring small and mid-sized law firms realize measurable value from onboarding through renewal and beyond. You accelerate product adoption, increase end-user engagement, and translate data into insights that improve outcomes. Through strong cross-functional partnership and clear expectation setting, you deliver a consistent customer experience that directly impacts recurring revenue, satisfaction, and long-term loyalty.

What You’ll Deliver

• Partner with new and existing customers to lead onboarding, define success outcomes, and build tailored success plans that drive measurable value

• Analyze usage data to identify trends, remove adoption barriers, and proactively mitigate risk before it impacts retention

• Identify opportunities to expand value by aligning our solutions to evolving customer workflows and business challenges

• Build strong relationships with key stakeholders through regular touchpoints, strategic updates, and ongoing success planning

• Lead onboarding experiences and deliver impactful business reviews that connect product value to customer goals

• Collaborate cross-functionally with Sales, Product, and Marketing to share insights, influence roadmap priorities, and amplify customer success stories

What You’ll Bring

Must-Haves:

• Curious, adaptable, and eager to learn

• Collaborative team player who listens actively and understands customer needs

• Proactive in engaging customers and driving outcomes

• Able to guide and educate customers without over-directing solutions

• Strong presentation, verbal, and written communication skills
  Skilled at independent problem solving and troubleshooting

• Experience in Customer Success, Professional Services, Consulting, or Account Management in a customer-facing role

We know great candidates don’t always check every box. If you’re excited about this role, we encourage you to apply.

What You’ll Experience

• Team. A culture where people show up for each other and do the right thing

• Reach. A truly global team solving complex, meaningful problems

• Opportunity. Real growth opportunities, not just talk about them

• Technology. Work at the intersection of legal expertise and cutting-edge AI

• Impact. The chance to make an impact at scale, not just contribute