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About the Role

As a Corporate Customer Adoption Manager, you will ensure a portfolio of corporate customers achieves measurable outcomes and gains lasting value from Litera through a proactive, repeatable approach to customer success. You will partner with customer champions, administrators, and decision-makers, alongside colleagues across Sales, Support, and Product, to drive stronger adoption, identify risks early, and maintain healthy accounts ready for renewal. This is a high-visibility role where you will shape how Litera scales customer success while guiding customers toward value.

Responsibilities

Own the health, adoption, and success of your corporate portfolio, understanding each customer’s objectives, use cases, stakeholders, and desired outcomes.
Monitor product usage, engagement, sentiment, and support issues to prioritize time based on account health, adoption gaps, lifecycle stage, and business impact.
Set clear customer objectives and success criteria, translating them into practical success plans with metrics, milestones, owners, and target dates.
Track progress against customer outcomes through structured reviews and regular touchpoints.
Drive adoption of core features and workflows by using usage data and engagement signals to identify underutilization, stalled onboarding, and declining activity.
Run repeatable adoption programs, targeted enablement, training, and communications to encourage customers to adopt proven workflows and best practices.
Balance digital and scalable resources with higher-touch support for accounts needing it most.
Identify emerging risks before they affect retention and lead action plans for customers with low adoption, poor engagement, or limited value realization, escalating concerns as needed.
Build productive relationships with champions, administrators, decision-makers, and end users, matching engagement cadence to each account’s needs and potential.
Partner with Account Management or Sales on renewal readiness and expansion, and encourage customer advocacy.
Communicate customer feedback and recurring needs to internal teams, and identify process improvements.
Maintain accurate CRM and customer success platform records, and share successful adoption strategies and portfolio management practices with the CS team.

Requirements

Experience in customer adoption, account management, customer onboarding, SaaS, or a related customer-facing role.
Ability to manage multiple customer relationships and prioritize competing needs effectively.
Experience tracking adoption, customer health, milestones, and measurable outcomes.
Strong analytical and problem-solving skills, including the ability to interpret product usage and engagement trends.
Excellent written and verbal communication skills.
Strong organizational skills, follow-through, and attention to detail.
Ability to work effectively across Sales, Support, Product, and other internal teams.
Comfort using CRM, customer success, reporting, and productivity tools.

Location

Raleigh, NC

Work Type

Hybrid

About the Company

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.

Equal Opportunity

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