Customer Success Manager - APAC

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. 

Overview: As a Customer Success Manager 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: 

•  Owns the health and retention of their named accounts  
• Ensures customers are achieving expected ROI or better from Litera 
• Confirms that Litera’s products are sticky, i.e., engrained within customers’ work patterns 
• Builds strong relationships with users, identifying opportunities to improve ways of working via customer telemetry  
• Owns customer QBRs that produce usable recommendation to customers, help customers realize ROI, and capture case studies and success stories 
• Builds relationships within customer accounts across all relevant personas 
• Builds excitement for Litera — sharing roadmaps, product enhancements; enabling positive referencing and participation in product advisory groups 
• Maintains operational intelligence of customer … changes in personnel, interest in other products, upcoming changes, flagging risks, and success stories — and feeds back to the revenue team or Renewal Managers to support their processes 

Qualifications: 

• Passionate about customer success and excellence   
• Highly adaptable, quick thinker and inquisitive   
• Strong presentation, oral and written communication skills are a must   
• Ability to listen and empathize and understand with a professional services industry 
• Ability to diligently problem solve and trouble-shoot problems independently 
• Interest in technology and confidence to demonstrate products 
• 5+ years of recent experience with Customer Success, Professional Services, Consulting and/or Account Management. A customer facing role is essential 
• Proven ability to align your activity with business outcomes (retention, growth, customer satisfaction) 
• You must be able to manage your customers in a pro-active fashion and educate your customers in how to navigate the Litera world rather than navigate it for them  

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