Director, Customer Success

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.

As a Director, Customer Success at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. You will have the opportunity to work with cutting-edge tools and collaborate with industry experts to deliver solutions that make a real difference in the legal profession.

Key Responsibilities

• Develop and implement strategies to enhance customer satisfaction and retention.

• Align customer success initiatives with overall business goals.

• Lead, mentor, and develop a high-performing customer success team.

• Foster a culture of excellence, collaboration, and continuous improvement.

• Build and maintain strong relationships with key customers to understand their needs.

• Identify opportunities to enhance the customer experience and address pain points.

• Establish and track key performance indicators (KPIs) to measure success.

• Provide regular reports and insights to senior management on customer success metrics.

• Analyze and improve customer success processes for efficiency and effectiveness.

• Implement tools and technologies to enhance customer interactions and satisfaction.

• Collaborate with sales, product, and marketing teams to ensure alignment and integration.

• Drive initiatives that foster collaboration and synergy across departments.

Qualifications

• Bachelor's degree in business, Marketing, or a related field. MBA or advanced degree preferred.

• Minimum of 7 years in customer success or a similar leadership role.

• Proven track record of enhancing customer satisfaction and leading teams.

• Strong strategic thinking and leadership abilities.

• Excellent communication and interpersonal skills.

• Proficiency in CRM and customer success management tools.

• Ability to analyze data and drive data-driven decisions.

• Results-oriented with a focus on customer satisfaction and retention.

• High level of adaptability and resilience in a fast-paced environment.

• Strong problem-solving and decision-making abilities.

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.

California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington residents is $175,000 to $203,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Litera offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).