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About the Role

As an Enterprise Customer Adoption Manager at Litera, you will ensure that the largest customers achieve measurable business value from Litera's solutions. You will partner with executive sponsors, customer champions, and internal teams to drive stronger adoption, healthier accounts, and successful renewals by demonstrating proven value. This is a high-visibility role where you will be the trusted voice of the customer, influencing both client success and the evolution of Litera's offerings.

Responsibilities

Own the success strategy and health of enterprise accounts, monitoring adoption, value realization, stakeholder engagement, and renewal risk.
Develop outcome-driven Customer Adoption Plans aligned with customer business objectives, including baselines, success criteria, milestones, owners, and target dates.
Maintain accurate account plans, risk assessments, and engagement records for visibility into progress and next steps.
Track customer KPIs and clearly demonstrate the value customers are realizing.
Lead outcome-focused business reviews highlighting adoption, progress, and expansion opportunities.
Drive sustained usage of core features by analyzing product usage, addressing adoption gaps, and optimizing implementations.
Align stakeholders on adoption priorities and coordinate training, enablement, and change management.
Build trusted relationships with various customer stakeholders and facilitate executive conversations linking product capabilities to business impact.
Navigate complex stakeholder environments, build consensus, and manage relationships through champion turnover.
Identify risks early and lead recovery plans for at-risk accounts with clear ownership, milestones, and escalation paths.
Partner with Account Management or Sales on renewal readiness, retention, and expansion by ensuring customer value, open issues, and commitments are visible.
Collaborate with Product, Solutions, and Support to remove barriers, represent the customer's voice, and share best practices across the Customer Success organization.

Requirements

Experience in customer adoption, strategic account management, enterprise SaaS, or a related customer-facing role.
Demonstrated ability to manage complex B2B customer relationships and multiple stakeholder groups.
Experience developing success plans tied to measurable business outcomes and adoption goals.
Strong analytical skills to interpret customer health indicators, product usage, and performance metrics.
Excellent executive communication, presentation, facilitation, and relationship-building skills.
Proven ability to manage risk proactively and coordinate cross-functional teams without direct authority.
Strong organizational skills, sound judgment, and the ability to prioritize competing account needs.

Skills

Customer Adoption
Strategic Account Management
Enterprise SaaS
Customer-Facing Roles
B2B Customer Relationship Management
Stakeholder Management
Success Planning
Business Outcome Achievement
Adoption Goal Setting
Analytical Skills
Customer Health Monitoring
Product Usage Analysis
Performance Metrics Interpretation
Executive Communication
Presentation Skills
Facilitation Skills
Relationship Building
Risk Management
Cross-functional Team Coordination
Organizational Skills
Prioritization

Location

Raleigh

Work Type

Hybrid

Experience Level

Enterprise
Strategic

Benefits

Support for accommodations during the application process and in the role.

About the Company

At Litera, we transform how the world’s top law firms operate by building software that powers millions of legal professionals worldwide.
We leverage AI and innovation to Raise The Bar™️ for what’s possible in legal tech.
We offer a global reach, partnering with teams worldwide to solve complex challenges.
We provide real opportunities for growth through stretch assignments, visibility, and career development.
We operate at the intersection of legal technology, customer outcomes, and cutting-edge AI.

Equal Opportunity

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

Enterprise Customer Adoption Manager at Litera | Holmdel Township, NJ, US | Rezi