Large Law Customer Success Manager

As a Large Law Customer Success Manager, you’ll help the world’s leading law firms turn their investment in Litera into measurable results for attorneys and business services teams.

About Litera

• Ready to Help Shape the Future of Legal Tech?!
• At Litera, we don’t just build software, we transform how the world’s top law firms operate.
• Every day, we Raise The Bar™️ for what’s possible through AI, innovation, and solutions that power millions of legal professionals worldwide.
• If you’re energized by scale, real impact, and meaningful challenges, you’ll feel right at home here.
• You’ll partner with firm leadership, practice group leaders, innovation and knowledge teams, IT, and legal operations, along with Product, Support, and Implementation internally.
• The adoption and value you drive determine whether our firms thrive with Litera and renew with confidence.
• This is a highly visible opportunity to shape how AI and legal technology take hold in the day-to-day work of the legal profession.
• Work at the intersection of legal technology, customer outcomes, and cutting-edge AI.

Responsibilities

• You’ll Deliver Firm-level outcomes, such as attorney productivity, reduced administrative effort, and knowledge reuse, defined with baselines and tracked to proven results.
• Adoption that reaches beyond early enthusiasts, through targeted plans for attorneys, practice groups, and business services teams.
• Product usage embedded in real legal workflows, in partnership with firm champions who keep engagement going.
• A broad network of advocates and stakeholders, so firm success never depends on a single champion.
• Business reviews that show firm leadership evidence of value, adoption progress, and clear next priorities.
• Early identification of risk from declining usage, weak sponsorship, or sponsor transitions, with recovery plans that have owners and measurable criteria.
• Renewal conversations backed by credible evidence of adoption and outcomes, in partnership with Account Management or Sales.
• Legal-industry insights and repeatable adoption practices shared across Product and the broader organization.
• Litera is committed to an inclusive and accessible hiring process.
• Work alongside people who collaborate, support one another, and lead with integrity.
• Global Reach.

Requirements

• This is a hybrid role based in Raleigh, NC with the expectations to be in office at least 3 days a week for collaboration and connection.
• If you need an accommodation at any point, please let us know and we’ll work with you.
• Must-Haves Experience in Customer Success, account management, SaaS, or legal technology.
• Proven ability to manage complex B2B relationships and drive adoption across diverse user populations.
• Experience defining customer goals, measuring outcomes, and building actionable success plans.
• Strong stakeholder management, communication, presentation, and facilitation skills.
• Ability to analyze adoption data, identify engagement gaps, and design targeted interventions.
• Strong project management and cross-functional coordination skills.
• You’ll Experience A team that shows up.

Preferred

• Experience supporting large law firms, legal technology customers, or professional services organizations.
• Familiarity with law firm structures, practice groups, legal operations, knowledge management, or legal innovation.
• Experience driving adoption among time-constrained professionals whose workflows differ across teams.
• Ability to explain complex workflows clearly to both technical and nontechnical audiences.
• Great candidates don’t check every box.
• If this role excites you, we encourage you to apply.

Benefits

• Partner with teams around the world to solve complex challenges that matter.
• Real opportunity for growth.
• Expand your impact through meaningful stretch opportunities, visibility and career development.
• AI-driven innovation.

What

Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.