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About the Role
The Director of Customer Success protects and grows revenue by ensuring existing customers stay, expand, and thrive. This leader aligns customer needs with business strategy, bringing structure and accountability to retention efforts across the organization.
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
Requirements
- Bachelor's degree in business, Marketing, or a related field
- 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
- MBA or advanced degree preferred
- Legal tech experience or exposure
Skills
- Customer Success
- Leadership
- Strategic Thinking
- Communication
- Interpersonal Skills
- CRM
- Customer Success Management Tools
- Data Analysis
- Problem-Solving
- Decision-Making
Location
- Austin
- Chicago
- Denver
- New Jersey
- Philadelphia
- Raleigh
Work Type
- Hybrid
Experience Level
- Minimum of 7 years in customer success or a similar leadership role
Education Level
- Bachelor's degree in business, Marketing, or a related field
- MBA or advanced degree preferred
Salary/Compensations
- $160,000 to $180,000 USD
- Eligible to earn commission based on performance
Benefits
- Team that shows up
- Work alongside people who collaborate, support one another, and lead with integrity
- Global Reach
- 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
- Work at the intersection of legal technology, customer outcomes, and cutting-edge AI
About the Company
- 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.
Equal Opportunity
- Litera is an equal opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment for all employees.