The Opportunity: As a Manager of the Generalist Customer Success Team you will be responsible for empowering and driving the CSM generalist team in providing the best possible experience to our customers. This team is responsible for bringing our customer success offering to a high volume of customers through a tech-touch offering. The aim is to minimize time-to-value, maximize the value a customer receives from their Litera deployment and positively impact NPS all through light-touch or tech-touch. The team will be responsible for building out the tools needed to offer a comprehensive customer success tech-touch experience to customers across our products. Part of the team will also have in-depth product knowledge to support the training and demo requirements for adoption and growth of the accounts. This is a highly visible role that will work closely with Sales, Product Management, Marketing, Support and Services.

A Day in the Life: A Manager of Generalist Customer Success….

• You will be leading the global Generalist Customer Success Team
• Provide strategic direction to the team proactively daily to accurately assess the gaps and opportunities in accounts and navigate strategies and solutions necessary to ensure retention and adoption
• Part of your team will help with live training sessions for the customers of our Drafting and Workflow tools, whilst also building out training video content to transition away from the live training sessions
• You will be responsible for defining and building our tech touch offering for the Tier 4 and Tier 5 accounts, which includes (a) creating comms to encourage adoption and usage, (b) exploring and working with Product Team to build in-app engagement for users, (c) drafting documentation to enable firms to become self-service, and (d) creating video content to help customers onboard themselves or with very light touch from the Generalist CS team
• You will be responsible for 1:many CS experience for our Tier 4 and Tier 5 accounts, which includes managing the Customer Success mailbox, reactively responding to their needs, identifying themes in these requests and then building scalable responses/solutions to minimize ad hoc requests going forward.
• Engage with customers on NPS survey submissions and feedback and take feedback to relevant Litera teams
• Guide your team on their career and personal development to ensure team growth and retention
• Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on their partnerships with their clients
• Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues
• Make sure their clients are utilizing their technology at their best so that we can fully provide them a world-class service. You’ll monitor and facilitate the customer's adoption of the technology
• As a leader of the managerial team, you will work closely with global enablement teams to ensure that we are rolling out initiatives that are in line with company-level OKRs and give active feedback on the strategic direction of the company, particularly in the key metrics of customer satisfaction, retention, and growth
• Regular attendance on Intervention calls should there be escalations.

Key Deliverables

• Reporting into the VP of Customer success you will raise any escalations and make plans pro-actively
• Reporting on Business Reviews, Active Success Plans and Value Adoption activities
• Internal Alignment Meetings – You will be accountable for the collaboration between teams in order to provide customers the best possible experience.

About You:

• Proven work experience in a law firm or legaltech company (3+ years) an advantage
• Experience with law technology is a plus
• Minimum of 2 years’ experience in leading a team or comparable leadership experience is preferable
• Experience in rolling out a tech touch adoption approach for customers, including documenting or providing video content for the customer journey
• Examples of 1:many customer success experience and involvement in NPS tracking/improvement welcome
• Solid and reputable experience managing global teams within difficult cultural environments.
• A strong background in adoption and growth as a mindset.
• A diligent approach to governance internally and externally.
• Strong strategic approach to client retention and ability to navigate complex enterprise environments
• Show us that “you’ve got what it takes” to collaborate and build strong relationships with customers, especially at the executive level
• Ability to be process-driven and methodological in identifying the right focuses based on key gaps and opportunities for both partners and the team
• Be a self-motivated and savvy tech bug, always in search for savvy solutions and ideas to improve our relationship with our partners and the effectiveness of our Customer Success Team
• Passion to make a difference in the lives of the Customer Success Team, Revenue team and the marketing team by collecting success stories and influencing the growth of our CSM’s and their customers.
• Ideally based in EMEA or US (due to working across time zones)

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

• Being part of redefining an industry