Manager, Customer Success - Tech Touch and Renewals Operation
Our Story: 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.
The Opportunity: The Manager, Customer Success for our Tech Touch and Renewals Operation oversees a team responsible for nurturing, growing, and ultimately renewing our long tail of customers. This is a high impact position that is focused on maximizing outcomes resulting in reoccurring revenue growth and retention. It is a fast-paced, high-volume opportunity that is fun and where results directly impact our business' success. Our customers' recurring business allows Litera to invest, hire awesome talent, and continue to innovate.
A Day in the Life:
- Work with Customer Success Managers to execute 1:many communication strategies to drive end user engagement, maximize product adoption and deliver proactive renewal reminders
- Forecast outcomes, mitigate risk, and drive renewal growth strategies
- Leverage data insights to manage progress, performance, and priorities
- Develop predicable messaging to support common questions, requests, and objections
- Lead department and one-on-one meetings
- Influence a delightful customer experience
- Success is measured by reoccurring revenue growth, retention, and customer satisfaction
Role Progression:
Within 1 month, you will:
- Complete new hire onboarding including eLearning courses, instructor led training, and more
- Be trained on Litera's core values and see an overview of our solutions
- Meet direct reports and review goals, initiatives, and specific objectives
- Learn best practices, processes, and business tools used including Salesforce, Microsoft Outlook and Tableau
- Understand key metrics and reporting
- Lead department and one-on-one meetings
Within 3 months, you will:
- Learn Salesforce CPQ and how to train the solution
- Define 1:Many communication strategies, coordinate content, and measure engagement
- Work with CSMs to execute 1:many communication strategies to influence self-serve, maximize product adoption and deliver proactive renewal reminders
- Leverage data insights to manage progress, performance, and priorities
- Understand renewal pipeline, trends and targets
- Manage pricing negotiations
Within 6 months, you will:
- Identify repeatable and measure strategies to engage various customers personas
- Optimize process and improve efficiencies including territory assignments
- Forecast outcomes and mitigate risk
- Develop and execute renewal growth strategies
- Coordinate ongoing professional development for the team
- Participate in bi-annual performance review process
About You:
- You get things done and routinely meet metric-based goals
- Demonstrate the skills to be promoted or sought out to advance the team, department, and organization
- A strong desire to keep learning new things
- Thrive on open transparency, communication, and collaboration internally and externally
What Sets Us Apart?
- Have direct contact and work directly with our upper management team
- Work with a team that has a proven track record year over year
- You will be challenged and encouraged to broaden your skills
- Regular social & philanthropic events
- Access to personal development courses and tools in our internal learning management system
- Great health benefits, PTO and holiday policies, & more!