Customer Success Manager

Customer Success United States


Description

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
  • 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. CSM’s also align internally with Sales, product and marketing to share success stories, insights and key OKR’s that drive our product forward.

Key Deliverables

  • 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.

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 that enable us to be successful
  • 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, sharing your key deliverables.
  • 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 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. 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 them
  • 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