Job DescriptionA Customer Success Manager (CSM) at Litera is responsible for partnering with our customers to deliver on expectations and drive successful outcomes. The CSM acts as a key stakeholder for our customers serving as their advocate and are curious and passionate about guiding adoption, engaging end users, and leveraging data for insights. CSMs work without boundaries across our organization, setting and managing expectations between Litera and the customer to ensure we deliver against success criteria defined and more. CSMs work cross-functionally to provide an exceptional customer experience from welcome and onboarding through their renewal and beyond. What matters to our CSMs is that our customers are achieving value from their investment in Litera, ultimately strengthening their trust and commitment in our people, solutions and brand.A Day in the LifeA CSM is relationship-focused and leverages their network to build and deepen relationships with buyers, influencers, advocates and at times, the end users themselves for their customers.A CSM will work on a wide range of customers from complex to non complex, small and medium sized firms.A CSM reports to the Manager of Customer SuccessOn a given day, a CSM will spend time:Consulting with new and existing customers to coordinate onboarding, discover partnership objectives and develop success plans to drive valueReview usage data, overcome challenges and proactively working to uncover and mitigate riskDiscover any additional opportunities to compliment the customer’s Litera workflow and solve other business problems they are facingMaintain 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 needCSMs often lead customer onboarding and a cadence of business review presentationsThe CSM works as part of a collaborative team, supporting each other and the needs of our customers.CSMs will align closely with our customer-facing teams, and internally with Sales, Product, and Marketing to share success stories, insights and key OKR’s that drive our product forwardCSMs will be responsible for key deliverables such as success plans, value adoption assessments, and quarterly business reviewsAbout YouPassionate about customer success and excellenceHighly adaptable, quick thinker and inquisitiveStrong presentation, oral and written communication skills are a mustAbility to listen and empathize and understand with a professional services industryAbility to diligently problem solve and trouble-shoot problems independentlyInterest in technology and confidence to demonstrate products1+ years of recent experience with Customer Success, Professional Services, Consulting and/orAccount Management. A customer facing role is essential.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 themA team player with an appreciation for Litera’s core valuesKey AccountabilitiesOwns the health and retention of their named accountsEnsures customers are achieving expected ROI or better from LiteraConfirms that Litera’s products are sticky, i.e., engrained within customers’ work patternsBuilds strong relationships with users, identifying opportunities to improve ways of working via customer telemetryOwns customer QBRs that produce usable recommendation to customers, help customers realize ROI, and capture case studies and success storiesBuilds relationships with users and leaders across all relevant personasBuilds excitement for Litera — sharing roadmaps, product enhancements; enabling positive referencing and participation in PAGsMaintains operational intelligence of customer … changes in personnel, interest in other products, upcoming changes, flagging risks, and success stories — and feeds back to KAMs or Renewal Managers to support their processesInitiates renewal conversations (180 days prior to due date) lays the ground for a smooth renewal process, manages reduced and creditsKey Capabilities:Passionate about Customers: demonstrates high desire to partner with customers - enabling them to achieve their goalsCurious: digs for and captures evidence of business value provided by LiteraProduct & Industry Knowledge: technical knowledge of the customer's products, able to apply knowledge to customer's situationAnalytical: able to analyze available data points on a customer to identify potential new ways of operating/using productsProblem solver; can look at problems/issues creatively to find a way forwardInfluential at all Levels: able to interact with all levels from operations to C-SuiteHighly Organized: Planful, able to keep self and others to plan ensuring outcomes are deliveredPresentation Skills: An engaging presenter and story teller, able to use a variety of tools to demonstrate features and benefits of productsCollaboration: able to connect people around a problem and driving to resolutionLitera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.