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About the Role

As a Large Law Customer Adoption Manager, you will ensure large law firms achieve significant value from Litera by integrating its solutions into the daily operations of attorneys and business professionals. You will collaborate with firm leadership, practice groups, innovation teams, IT, and legal operations, as well as internal Litera teams, to drive widespread adoption and demonstrate tangible benefits.

Responsibilities

Own the success strategy, account health, and adoption performance for a portfolio of large law firms.
Partner with firm stakeholders to define success metrics and translate priorities into measurable outcomes.
Build and maintain firm-specific success plans, including baselines, criteria, milestones, and owners.
Track progress against objectives and lead business reviews to present evidence of value.
Design targeted adoption plans for various user groups, considering different roles and workflows.
Embed product usage into existing legal workflows through enablement, training, and communication campaigns.
Analyze usage data to identify low-adoption areas and address barriers.
Build internal advocacy networks within firms and equip champions to share success stories.
Align stakeholders with diverse needs and incentives towards shared goals.
Proactively identify and manage adoption risks, leading recovery plans.
Partner with Account Management and Sales to provide evidence of value for renewal and expansion conversations.
Collaborate with internal teams to deliver on firm priorities and provide customer insights back to the business.

Requirements

Experience in customer adoption, account management, SaaS, legal technology, or a similar customer-facing role.
Demonstrated ability to manage complex B2B customer 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 develop targeted interventions.
Strong project management and cross-functional coordination skills.
Ability to understand and communicate complex workflows to technical and nontechnical audiences.
Experience supporting large law firms, legal technology customers, professional services organizations, or complex knowledge-worker environments (Nice to Have).
Familiarity with law firm structures, practice groups, legal operations, knowledge management, or legal innovation functions (Nice to Have).
Experience driving adoption among professionals with time constraints and diverse workflows (Nice to Have).

Skills

Customer Adoption
Account Management
SaaS
Legal Technology
B2B Customer Relationship Management
Stakeholder Management
Communication
Presentation
Facilitation
Data Analysis
Project Management
Cross-functional Coordination
Workflow Analysis

Location

Raleigh, NC

Work Type

Hybrid

Experience Level

Mid-level

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 are driven by AI, innovation, and solutions that Raise The Bar™️.
We offer a team that shows up, global reach, real opportunities for growth, and work 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.
If you need accommodations at any point in the process or in the role, we're here to support you.