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 can make a direct impact on the future of the company.

The Opportunity: A Customer Success Manager (CSM) is part our Customer Success team and serves as a trusted advisor and first point of contact for our customers. CSMs are responsible for owning the customer relationship once the deal has closed, nurturing them to expand, achieve success and ultimately renew their licensing. We are a customer-centric team, working closely with departments across the organization to provide an exceptional customer journey. Our customers’ recurring business allows Litera to invest, hire awesome talent, and continue to innovate.

A Day in the Life:

Customer Success at Litera is about understanding the needs of our customers and working together toward success. It requires intention and focus, being curious and passionate about driving adoption, and looking for ways to improve the customer experience. From building relationships, to negotiating contract terms, the Customer Success Team works across the company to advocate as the voice of our customers. What matters is that our customers are happy, getting value from our solutions and ultimately increasing their commitment to the company.

• Complete new hire onboarding including eLearning courses, instructor led training, role specific mentorship, and more
• Meet with key stakeholders across the business that you will interact with frequently
• Review and understand your assigned territory and clients, primarily within the Tier 1 and Tier 2 level accounts
• Receive training on Litera’s core values and our solutions
• Learn best practices, processes, and business tools used including Salesforce, Tableau, Microsoft Outlook.

Role Progression:

Within 1 month, you will:

• Began to carry a renewal and variable commission quota
• Negotiate contract terms with the help of the team
• Develop account plans and strategy with cross-functional teams
• Leverage reporting and analytics to identify and manage At-risk customers
• Listen and empathize with clients while managing the contract renewal process

Within 3 months, you will:

• Confidently carry a renewal and variable commission quota
• Build and expand relationships throughout the company
• Become a trusted advisor and advocate for our customers’ voice
• Deliver strategic business review presentations and information
• Regularly negotiate with Senior level Managers and Executives for results

Within 6 months, you will:

• Have direct contact and work directly with the executive team
• Work with a team that has a proven track record
• Be challenged and encouraged to broaden your skills
• Help customers to understand the functionality and benefits of our software
• Set and manage customer expectations
• Mentor new hires on the team
• Participate in bi-annual performance review process

About You:

• 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

What Sets us Apart?

• Opportunity to make a difference in a rapidly growing company
• You will be challenged and encouraged to broaden your skills
• Direct exposure to Executive leadership team.
• Great health benefits, PTO, and holiday policies
• Casual and flexible work environment