Litera · 5 hours ago

Customer Success Manager

United States

Full-time

Remote

Entry Level

$55K/yr - $70K/yr

1+ years exp

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Responsibilities

Consulting with new and existing customers to coordinate onboarding, discover partnership objectives and develop success plans to drive 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

CSMs often lead customer onboarding and a cadence of business review presentations

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

Success plans – Delivering 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

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.

Qualification

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Customer SuccessConsultingAccount ManagementTechnology ConfidenceData AnalysisOnboarding

Required

Passionate about customer success and excellence

Highly adaptable, quick thinker and inquisitive

Strong presentation, oral and written communication skills are a must

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

Ability to diligently problem solve and trouble-shoot problems independently

Interest in technology and confidence to demonstrate products

1+ 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