Customer Success Manager

Customer Success United Kingdom


Description

The Opportunity: 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 is a key stakeholder for our customers serving as their advocate and are curious and passionate about solving problems, 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. CSMs are measured by reoccurring revenue growth and customer sentiment. What matters to our CSMs is that our customers are happy, achieving value from our solutions and ultimately strengthening their trust and commitment to our company.

 

A Day in the Life: A CSM is relationship-focused and networks to build and deepen relationships with buyers, influencers, advocates and at times, the end users themselves for their customers. 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
  • 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.
  • CSMs are closely aligned with all customer-facing teams, often referred to as the account team, and share a unified goal to make success happen

 

Role Progression:

Within 1 month, you will:

  • Complete new hire onboarding including eLearning courses, instructor led training, role specific mentorship, and more
  • Meet with key stakeholders across the business that you will interact with frequently
  • Review and understand your assigned territory and customers, primarily focused on large Law firms and other top tier accounts
  • Learn best practices, processes, and business tools used including Salesforce, Tableau, Microsoft Office apps
  • Receive training on Litera’s core values and our solutions
  • Begin leading meetings independently

 

Within 3 months, you will:

  • Maintain and deliver custom success plans for assigned accounts
  • Deliver strategic business review presentations and information in person and virtually
  • Confidently overcome primary objections
  • Begin independently collaborating and negotiating for results with senior level managers and executives internally and at the customer
  • Continue to build and expand relationships throughout the company
  • Network to build and deepen relationships with assigned customers
  • Document customer profile, plans and stakeholder information in Salesforce
  • Leverage data to prioritize and focus on what matters most

 

Within 6 months, you will:

  • Become a trusted advisor and advocate for your customers’ voice
  • Provide guidance to customers on how to maximize the value our solutions for their business
  • Lead user group and/or round table discussions
  • Meet with customers in person
  • Partner with marketing to deliver account-based campaigns to drive awareness
  • Provide feedback on ways to improve customer and user experience
  • Participate in bi-annual performance review process
  • Be challenged and encouraged to broaden your skills

 

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 and empathize
  • Ability to diligently problem solve and trouble-shoot problems independently
  • Ability to negotiate high-level contract terms
  • Interest in technology and confidence to demonstrate products
  • 2+ years of recent experience with Customer Success, Professional Services, Consulting and/or Account Management
  • A team player with an appreciation for Litera’s core values

 

What Sets us Apart?

  • Opportunity to make a difference in a rapidly growing company
  • Direct exposure to executive leadership
  • Ongoing professional development
  • Great health benefits, PTO, and holiday policies
  • Casual, fun, and flexible work environment