Litera
Customer Success Manager
Litera, Little Ferry, New Jersey, us, 07643
Job Description
A 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 is 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 Life
A 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 Success.On 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 value.Reviewing usage data, overcoming challenges, and proactively working to uncover and mitigate risk.Discovering any additional opportunities to complement the customer’s Litera workflow and solve other business problems they are facing.Maintaining regular contact with stakeholders and key contacts as well as keeping up-to-date strategic success plans. Advocating as their voice and providing regular updates internally ensuring visibility to your customer's needs.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.CSMs will align closely with our customer-facing teams, and internally with Sales, Product, and Marketing to share success stories, insights, and key OKRs that drive our product forward.CSMs will be responsible for key deliverables such as success plans, value adoption assessments, and quarterly business reviews.
About You
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, 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.1+ years of recent experience with Customer Success, Professional Services, Consulting, and/or Account Management. A customer-facing role is essential.You must be able to manage your customers in a proactive fashion and educate your customers in how to navigate the Litera world rather than navigate it for them.A team player with an appreciation for Litera’s core values.
Key Accountabilities
Owns the health and retention of their named accounts.Ensures customers are achieving expected ROI or better from Litera.Confirms that Litera’s products are sticky, i.e., engrained within customers’ work patterns.Builds strong relationships with users, identifying opportunities to improve ways of working via customer telemetry.Owns customer QBRs that produce usable recommendations to customers, help customers realize ROI, and capture case studies and success stories.Builds relationships with users and leaders across all relevant personas.Builds excitement for Litera — sharing roadmaps, product enhancements; enabling positive referencing and participation in PAGs.Maintains 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 processes.Initiates renewal conversations (180 days prior to due date) lays the ground for a smooth renewal process, manages reductions and credits.
Key Capabilities:
Passionate about Customers: demonstrates high desire to partner with customers - enabling them to achieve their goals.Curious: digs for and captures evidence of business value provided by Litera.Product & Industry Knowledge: technical knowledge of the customer's products, able to apply knowledge to customer's situation.Analytical: able to analyze available data points on a customer to identify potential new ways of operating/using products.Problem solver: can look at problems/issues creatively to find a way forward.Influential at all Levels: able to interact with all levels from operations to C-Suite.Highly Organized: Planful, able to keep self and others to plan ensuring outcomes are delivered.Presentation Skills: An engaging presenter and storyteller, able to use a variety of tools to demonstrate features and benefits of products.Collaboration: able to connect people around a problem and driving to resolution.
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 $65,000 to $79,500. 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 contributions (all benefits are subject to eligibility requirements).
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#J-18808-Ljbffr
A 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 is 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 Life
A 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 Success.On 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 value.Reviewing usage data, overcoming challenges, and proactively working to uncover and mitigate risk.Discovering any additional opportunities to complement the customer’s Litera workflow and solve other business problems they are facing.Maintaining regular contact with stakeholders and key contacts as well as keeping up-to-date strategic success plans. Advocating as their voice and providing regular updates internally ensuring visibility to your customer's needs.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.CSMs will align closely with our customer-facing teams, and internally with Sales, Product, and Marketing to share success stories, insights, and key OKRs that drive our product forward.CSMs will be responsible for key deliverables such as success plans, value adoption assessments, and quarterly business reviews.
About You
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, 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.1+ years of recent experience with Customer Success, Professional Services, Consulting, and/or Account Management. A customer-facing role is essential.You must be able to manage your customers in a proactive fashion and educate your customers in how to navigate the Litera world rather than navigate it for them.A team player with an appreciation for Litera’s core values.
Key Accountabilities
Owns the health and retention of their named accounts.Ensures customers are achieving expected ROI or better from Litera.Confirms that Litera’s products are sticky, i.e., engrained within customers’ work patterns.Builds strong relationships with users, identifying opportunities to improve ways of working via customer telemetry.Owns customer QBRs that produce usable recommendations to customers, help customers realize ROI, and capture case studies and success stories.Builds relationships with users and leaders across all relevant personas.Builds excitement for Litera — sharing roadmaps, product enhancements; enabling positive referencing and participation in PAGs.Maintains 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 processes.Initiates renewal conversations (180 days prior to due date) lays the ground for a smooth renewal process, manages reductions and credits.
Key Capabilities:
Passionate about Customers: demonstrates high desire to partner with customers - enabling them to achieve their goals.Curious: digs for and captures evidence of business value provided by Litera.Product & Industry Knowledge: technical knowledge of the customer's products, able to apply knowledge to customer's situation.Analytical: able to analyze available data points on a customer to identify potential new ways of operating/using products.Problem solver: can look at problems/issues creatively to find a way forward.Influential at all Levels: able to interact with all levels from operations to C-Suite.Highly Organized: Planful, able to keep self and others to plan ensuring outcomes are delivered.Presentation Skills: An engaging presenter and storyteller, able to use a variety of tools to demonstrate features and benefits of products.Collaboration: able to connect people around a problem and driving to resolution.
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 $65,000 to $79,500. 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 contributions (all benefits are subject to eligibility requirements).
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#J-18808-Ljbffr