Customer Success Manager

Are you self-motivated, detailed-oriented and results-driven? Do you work best in a fast paced, growing, and changing environment? Do you like nurturing versus hunting? We are looking for sharp, driven people who have a passion for technology and working with people to solve problems.

As a Customer Success Manager (CSM) at Litera, you will be actively involved with customers to build relationships, drive adoption, address issues, identify new business opportunities, negotiate contract terms, and promote the value of our solutions. You will oversee the relationship with Litera's customers for the duration of their contract(s), as well as sell services and add-on licenses to grow existing customer relationships.

​You will act as the primary point-of-contact and trusted advisor for your clients to facilitate success with our software solutions and to positively impact the value we bring to their business. You act as the voice of the customer and will advocate their needs internally to all Litera's teams. As part of the Customer Success team, you are in a highly visible position which affords talented people many opportunities to grow and advance.

As a member of the Customer Success Team at Litera, you'll partner with every other team in order to act as the voice of the customer and champion their needs. Our team believes in pushing the status quo, celebrating wins, working smart and creating a culture where people are encouraged to be themselves and love what they do. We also offer benefits that you don't find everywhere.

What You Need:

  • Relentless pursuit of excellence
  • Attention to detail
  • Ability to influence, persuade and negotiate
  • Strong initiative, drive and self-direction
  • Proficiency at juggling multiple tasks
  • Being comfortable in a fast-moving and quickly-changing environment
  • Partnering with others to accomplish goals
  • Willingness to carry a renewal and variable commission quota

Key Responsibilities:

  • Build/expand relationships at all levels from CXO to users and IT
  • Develop account plans and strategy in partnership with sales
  • Leverage reporting and analytics to identify and manage at-risk customers
  • Deliver strategic business review presentations and information
  • Manage the contract renewal process
  • Partner with our customer to define and achieve success
  • Become a trusted advisor and advocate for our customers' voice
  • Exercise judgment within defined procedures and policies to determine appropriate action
  • Partners with external Executives as a trusted advisor to accomplish goals
  • Sets and manages customer expectations
  • Bachelor's Degree Preferred

Qualifications:

  • Quick thinker and inquisitive
  • Highly Adaptable
  • Strong presentation, oral and written communication skills
  • Ability to listen and empathize
  • Ability to diligently problem solve and trouble-shoot problems independently
  • Ability to negotiate contract terms
  • Interest in technology and confidence to demonstrate products
  • Experience with selling and/or account management
  • Experience with SalesForce.com or other CRM desired

Who We Are:

Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving over 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recently selected for Crain's Best Places to Work in Chicago, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • SpringFrameworks
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • SQLiteDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • HubspotEmail
    • HubspotLead Gen

Location

Our office in Riverside Plaza looks over the river, is close to several train and bus stops and a short walk away from restaurants downtown.

An Insider's view of Litera Microsystems

How do you collaborate with other teams in the company?

Our culture is heavily focused on collaboration and growth, and everyone is approachable, from the CEO right through to the developers. Though I'm in sales, I regularly speak with our customer success, product, and marketing teams.

Abhijat

Director of International Sales

How has your career grown since starting at the company?

The best part of working here has been the opportunity to grow and learn. I started when I was 23 and have had many different roles and responsibilities on my journey with the company.

Nick

Senior Consultant

What is your vision for the company?

At Litera Microsystems, we know that a great culture emerges from the people you hire. We hire the best and brightest, and take pride in taking care of our employees who in return, take care of us and our clients.

Brittani

VP of Human Resources

How do your team's ideas influence the company's direction?

I'm inspired by the talented group of people I work with. One of the many benefits of working with a small company is that everyone has a direct impact on the outcome of our business. There is a sense of pride and ownership.

Kim

Business Analyst

What are Litera Microsystems Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Our benefits package goes beyond health insurance, PTO and 401ks. We provide our employees with plenty of opportunities for volunteering, flexible work hours, options to occasionally work from home, snacks in the kitchen and group happy hours.

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