Senior Customer Success Manager
At a glance
Senior Customer Success role at Litera. Austin · full-time · $100,000–$120,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Guide small and mid-sized law firms through onboarding, then build success plans around their partnership goals
- Use product activity to spot account risks early and take action before renewal is affected
- Find ways to broaden customer use of Litera and address newly emerging business needs
- Keep customer stakeholders aligned, maintain current success plans and lead onboarding checkpoints and business reviews
- Coordinate with Sales, Product and Marketing, sharing customer outcomes and insights to inform their priorities
What you bring
- You communicate clearly in presentations, conversation and writing
- You can listen closely, empathize and identify what professional services clients need
- You bring curiosity and adaptability to a fast-changing work environment
Who this fits
This senior customer success role suits someone who wants to guide law firms from onboarding through renewal and build trusted customer relationships. The role is hybrid, with at least three office days each week, based in Holmdel, Chicago or Toronto.
From the employer
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
Hybrid: This is a hybrid role based in Holmdel, NJ, Chicago, IL, or Toronto, ON with the expectations to be in office at least 3 days a week for collaboration and connection.
Why this Role Matters
As our Customer Success Manager, you'll play a key role in making sure small and mid-sized law firms get real, measurable value from Litera — from the moment they onboard through renewal and beyond. You'll partner closely with Sales, Product, and Marketing to accelerate adoption, deepen engagement, and turn usage data into insights that improve outcomes for every customer you support. Your work will directly influence recurring revenue, customer satisfaction, and long-term loyalty. This is a high-visibility role ideal for someone who thrives on building trusted relationships and wants to make a measurable difference from day one.
What You’ll Deliver
- Guide customers through onboarding and shape success plans that align to their partnership goals
- Turn usage data into proactive action, surfacing and mitigating risk before it impacts renewal
- Uncover new opportunities to deepen customers' use of Litera and solve emerging business problems
- Serve as the customer's voice internally, keeping stakeholders aligned and success plans current
- Lead a consistent cadence of onboarding milestones and business review presentations
- Strengthen the account team's collective impact through close, unified cross-functional partnership
- Share customer success stories and insights that inform Sales, Product, and Marketing priorities
We’re committed to creating an inclusive environment. If you need accommodations at any point in the process or in the role, we’re here to support you.
What You’ll Bring
Must-Haves:
- A genuine passion for customer success and delivering excellence
- Strong presentation, oral, and written communication skills
- Ability to listen, empathize, and understand the needs of professional services clients
- Highly adaptable with quick, inquisitive thinking in a fast-changing environment
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
- A team that shows up. Work alongside people who collaborate, support one another, and lead with integrity.
- Global Reach. Partner with teams around the world to solve complex challenges that matter.
- Real opportunity for growth. Expand your impact through meaningful stretch opportunities, visibility and career development.
- AI-driven innovation. Work at the intersection of legal technology, customer outcomes, and cutting-edge AI.
Pay Transparency for Illinois, New Jersey, & New York Applicants
The base salary range for this role is $100,000 to $120,000 USD. Final compensation will be determined based on experience, skills, education, and other relevant qualifications. This role is also eligible to earn commission on performance.
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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