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 Vice President, Customer Success is responsible for driving successful outcomes for our global customer base resulting in monumental adoption, customer satisfaction, advocacy, and retention results. This includes providing vision and direction to deliver a scalable, memorable customer experience as well as, managing a renewal operation in a dynamic, high-growth environment. This role will require you to play on all levels from engaging with the executive team on high-level strategy, to rolling up your sleeves and working in the trenches with your team to engage customers, negotiate contracts, and analyze data insights. If influencing transformational change is not only feasible but exciting to you, this is a great opportunity to consider.

A Day in the Life:

• Influence a delightful customer experience
• Lead department, one-on-one and skip level meetings
• Leverage data insights to manage progress, performance, and priorities
• Craft predictable dialog, document plays and optimize process to support the team and their efforts to engage multiple business personas
• Monitor business performance though Net Promoter Score, revenue retention, and other key metrics
• Engage with cross-functional leadership and executives on high-level business initiatives
• Influence direction and transformational change to sustain rapid growth
• Mentor and grow a high performing team of trusted advisors

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
• Meet with key stakeholders across the business
• Learn best practices, processes, and business tools used including Salesforce, Microsoft Outlook and Tableau
• Understand key metrics and reporting
• Participate in cross functional leadership meetings

Within 3 months, you will:

• Learn how to position value delivered from our solutions, and teach to others
• Understand how to influence NPS, Net Retention and other influencing metrics
• Meet with customers over the phone, video conference and/or face to face
• Identify areas for improvement and suggest resolutions
• Leverage predictive analytics to inform prioritization and decisions
• Level up customer facing team to optimize their performance
• Redefine tech-touch process and renewals operation to optimize long-tail customer experience
• Forecast, mitigate risk and plan for reoccurring revenue outcomes success
• Manage difficult C-Level negotiations
• Create an inspiring post-sale customer experience
• Lead defined initiatives and plan for what is next
• Prepare board-level reporting
• Problem solve and initiate breakthrough solutions

Within 6 months, you will:

• Disrupt business as usual
• Influence direction and transformational change to sustain rapid growth
• Grow a high performing team of trusted advisors
• Define path to achieve strategic outcomes
• Be involved M&A initiatives
• Participate in bi-annual performance review process
• Get involved in social media and networking events to elevate business profile
• Present at company-wide events

About You:

• An inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work
• You not only get things done and routinely meet metric-based goals, but have ability to lead a team to do the same
• Can thrive in a high bandwidth, high speed environment
• High EQ and ability to lead with positive influence
• 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!