Customer Success Manager

You may choose to display a cookie banner on the external site. You must specify the message in the cookie banner and may add a link to a relevant policy. If you are unfamiliar with these requirements, please seek the advice of legal counsel.Customer Success Manager page is loaded Customer Success Managerlocations: UK-London Officetime type: Full timeposted on: Posted Todayjob requisition id: R-500772 Job Description Join Our Team at Litera: Where Legal Technology Meets Excellence Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life's work. The Opportunity This role reports to the Director, Customer Success - International. The Customer Success Manager (CSM) supports a strategic international customer base, acting as a trusted partner and advocate. They drive adoption, engage users, and use data to guide outcomes. CSMs collaborate across teams to ensure a seamless customer journey-from onboarding to renewal-focused on delivering value and strengthening customer trust. Success is measured by recurring revenue growth and customer satisfaction. A Day in the Life Build strong relationships with buyers, influencers, advocates, and end users Lead the full renewal cycle, including negotiations and identifying upsell opportunities Partner with Sales to ensure a seamless customer journey Guide onboarding and transitions from Sales to Customer Success Create and maintain active success plans that clarify customer goals, current state, and next steps Monitor customer health, identify risks or areas for improvement, and execute mitigation plans Deliver Value Adoption Assessments to highlight usage trends and productivity opportunities Conduct regular business reviews to align on priorities and demonstrate value Maintain consistent communication with stakeholders and keep strategic plans up to date Facilitate internal alignment meetings to connect key players and share timely insights Collaborate across Sales, Product, and Marketing to share feedback and drive innovation Support a team-first culture focused on delivering exceptional customer outcomes About You Passionate about customer success and delivering excellence Adaptable, curious, and quick to learn Strong communicator-confident in presenting and writing Empathetic listener with an understanding of professional services Skilled at independent problem-solving and troubleshooting Tech-savvy and comfortable demonstrating products 3+ years in Customer Success, Consulting, or Account Management Proactive in guiding customers through the Litera ecosystem Collaborative team player aligned with Litera's values Experience in legal tech or at a law firm preferred Why Join Litera The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment Commitment to Employees : Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact. Global, Dynamic, and Diverse Team : Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together. Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey. Career Growth and Development : We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles.Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Litera is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, 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.