Manager, Customer Success - Tech Touch and Renewals Operation

| Chicago
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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!
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Location

Our Chicago Headquarters is walking distance to all major train & bus stops. We are also just a short walk to bars and restaurants in the West Loop!

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