Customer Success Manager
Litem · Bellevue, WA · 1 mo ago
Hybrid$104k–$128k/yrFull-time
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content.
We need to parse the posting.
First, there is a note from founders, "What We’re Building", "Our Traction", "Impact". Those are not required sections; we can ignore them as they are not in the list of headings we need to output (but we could include if they match? The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we only output those headings if content exists. Other sections like "What We’re Building" should be omitted.
We need to extract content for each relevant heading.
Let's parse:
About The Role: paragraph after that heading: "As a Customer Success Manager at Litem, you will be a core member of our emerging Customer Success team, owning the post-sale journey for our law firm clients. This is a hands-on role focused on driving adoption, retention, and expansion while helping build the scalable processes that will carry the function as we grow. You will shape how Customer Success operates at Litem, coach newer team members, and work directly with leadership on our most strategic accounts."
That's prose.
What You’ll Do: list of duties: Strategic Onboarding, Adoption and Value Realization, Stakeholder Management, Retention and Expansion, Health Monitoring, Process Building. Each with description. This is responsibilities.
Role Requirements: list of requirements: "3+ years in Customer Success for B2B SaaS", "Proven success retaining and expanding complex enterprise accounts, ideally in legal tech, fintech, or workflow SaaS", "Experience across the full customer lifecycle, from onboarding through advocacy, including partnering with leadership or founders on high-stakes expansions and renewals", "Strong data-driven decision-making, including building business cases and ROI models, and managing client escalations", "Working knowledge of how mid-market and enterprise organizations evaluate and adopt new technology", "Excellent communication, empathy, and relationship-building skills", "A collaborative builder's mindset, comfortable rolling up your sleeves in a small-team environment while scaling operations", "Ability to juggle varied responsibilities and exercise judgment on the best next step", "Comfort with ambiguity, fast iteration, and startup pace". Then "Bonus Points" list: "You have worked at a high-growth SaaS company before.", "You have prior experience in an early-stage startup.", "Familiarity or interest in the legal tech space."
Interview Process: not needed.
Inclusion at Litem: EEO boilerplate, remove.
Benefits: There's a Benefits section with subheadings: "Benefits For Bellevue-based And Remote Roles" and "Benefits For Bellevue-based Roles". Need to extract benefits content.
Let's list benefits:
- Competitive Salary & Equity: Early-stage ownership with a standard 4-year vesting schedule and a 1-year cliff.
- 100% Medical/Dental/Vision Coverage: We pay 100% of premiums for employees and 50% for dependents.
- Unlimited PTO: 4-week recommended minimum (and we'll bug you if your "Out of Office" gathers dust).
- 12 Paid Holidays: We observe all standard holidays to give the team time to recharge.
- Parental Leave: We offer 16 weeks fully paid parental leave for birthing parents or 12 weeks for non-birthing parents.
Then for Bellevue-based Roles:
- Flexible Hybrid Schedule: We’re in-office 4 days a week for seamless communication, and remote 1 day a week of your choosing for uninterrupted focus.
- Bellevue HQ: A modern office space with premium snacks, drinks and coffee to keep the team fueled.
- Commuter Benefits: Your choice of a company-paid parking spot in downtown Bellevue or a fully loaded ORCA pass.
Compensation Range: $104K - $128K (this is Pay).
Thus we have Benefits and Pay sections.
Schedule: we have schedule info under Bellevue-based Roles: Flexible Hybrid Schedule: in-office 4 days a week, remote 1 day a week. That's schedule.
Thus we can create sections:
- About the role (h3) with paragraph(s) from About The Role.
- Responsibilities (h3) with ul list of duties (maybe each duty as li with its description). Could embed description inside li.
- Requirements (h3) with ul list of requirements (maybe separate from bonus points? Could combine but maybe separate sections? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we only output those headings if content exists. Other sections like "What We’re Building" should be omitted.
We need to extract content for each relevant heading.
Let's parse:
About The Role: paragraph after that heading: "As a Customer Success Manager at Litem, you will be a core member of our emerging Customer Success team, owning the post-sale journey for our law firm clients. This is a hands-on role focused on driving adoption, retention, and expansion while helping build the scalable processes that will carry the function as we grow. You will shape how Customer Success operates at Litem, coach newer team members, and work directly with leadership on our most strategic accounts."
That's prose.
What You’ll Do: list of duties: Strategic Onboarding, Adoption and Value Realization, Stakeholder Management, Retention and Expansion, Health Monitoring, Process Building. Each with description. This is responsibilities.
Role Requirements: list of requirements: "3+ years in Customer Success for B2B SaaS", "Proven success retaining and expanding complex enterprise accounts, ideally in legal tech, fintech, or workflow SaaS", "Experience across the full customer lifecycle, from onboarding through advocacy, including partnering with leadership or founders on high-stakes expansions and renewals", "Strong data-driven decision-making, including building business cases and ROI models, and managing client escalations", "Working knowledge of how mid-market and enterprise organizations evaluate and adopt new technology", "Excellent communication, empathy, and relationship-building skills", "A collaborative builder's mindset, comfortable rolling up your sleeves in a small-team environment while scaling operations", "Ability to juggle varied responsibilities and exercise judgment on the best next step", "Comfort with ambiguity, fast iteration, and startup pace". Then "Bonus Points" list: "You have worked at a high-growth SaaS company before.", "You have prior experience in an early-stage startup.", "Familiarity or interest in the legal tech space."
Interview Process: not needed.
Inclusion at Litem: EEO boilerplate, remove.
Benefits: There's a Benefits section with subheadings: "Benefits For Bellevue-based And Remote Roles" and "Benefits For Bellevue-based Roles". Need to extract benefits content.
Let's list benefits:
- Competitive Salary & Equity: Early-stage ownership with a standard 4-year vesting schedule and a 1-year cliff.
- 100% Medical/Dental/Vision Coverage: We pay 100% of premiums for employees and 50% for dependents.
- Unlimited PTO: 4-week recommended minimum (and we'll bug you if your "Out of Office" gathers dust).
- 12 Paid Holidays: We observe all standard holidays to give the team time to recharge.
- Parental Leave: We offer 16 weeks fully paid parental leave for birthing parents or 12 weeks for non-birthing parents.
Then for Bellevue-based Roles:
- Flexible Hybrid Schedule: We’re in-office 4 days a week for seamless communication, and remote 1 day a week of your choosing for uninterrupted focus.
- Bellevue HQ: A modern office space with premium snacks, drinks and coffee to keep the team fueled.
- Commuter Benefits: Your choice of a company-paid parking spot in downtown Bellevue or a fully loaded ORCA pass.
Compensation Range: $104K - $128K (this is Pay).
Thus we have Benefits and Pay sections.
Schedule: we have schedule info under Bellevue-based Roles: Flexible Hybrid Schedule: in-office 4 days a week, remote 1 day a week. That's schedule.
Thus we can create sections:
- About the role (h3) with paragraph(s) from About The Role.
- Responsibilities (h3) with ul list of duties (maybe each duty as li with its description). Could embed description inside li.
- Requirements (h3) with ul list of requirements (maybe separate from bonus points? Could combine but maybe separate sections? The instruction: use - for any list of duties/requirements/benefits. So we can put all requirements (including bonus points) as li under Requirements. Or we could separate Qualifications and Skills? The headings list includes Qualifications and Skills separate from Requirements. But we have only Requirements and maybe Skills? The posting includes "Role Requirements" and "Bonus Points". Could treat Requirements as core requirements, Bonus Points as "Skills" or "Qualifications". However we need to decide.
We have headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to map content.
- About the role: we have.
- Responsibilities: we have.
- Requirements: core requirements (3+ years, proven success, experience across lifecycle, data-driven, working knowledge, excellent communication, collaborative builder's mindset, ability to juggle, comfort with ambiguity). That's a list.
- Qualifications: maybe "Bonus Points" could be qualifications? Or we could treat Bonus Points as Qualifications (preferred qualifications). Or Skills: maybe "Excellent communication, empathy, relationship-building skills" etc. But we already used communication in requirements. Might be overlapping.
Better to follow typical job posting: Requirements = mandatory; Qualifications = preferred; Skills = maybe specific skills. But we have limited.
We could assign:
- Requirements: mandatory list (the 9 items).
- Qualifications: Bonus Points list (high-growth SaaS, early-stage startup, familiarity/interest in legal tech).
- Skills: maybe we could extract skills like "Excellent communication, empathy, relationship-building skills", "data-driven decision-making", "building business cases and ROI models", "managing client escalations", "working knowledge of how mid-market and enterprise organizations evaluate and adopt new technology", "collaborative builder's mindset", "ability to juggle varied responsibilities", "comfort with ambiguity". But those are already in requirements. Might be redundant.
Given instruction: Prefer a few substantive sections over many thin ones. So we could combine Qualifications and Skills into Requirements if they are not distinct. But we must only include sections when posting has real specific content for it. If we don't have distinct content for Qualifications or Skills, we should omit them.
Thus we will include About the role, Responsibilities, Requirements, Benefits, Pay, Schedule. Omit Qualifications and Skills.
Check if we have any content for Qualifications: maybe "Bonus Points" could be considered Qualifications. But it's not explicitly labeled as Qualifications. However we could treat Bonus Points as Qualifications (preferred). The instruction: "include a section ONLY when the posting has real, specific content for it". The posting does have Bonus Points content, which could be considered qualifications. But we don't have a heading "Qualifications" in the posting; we have "Bonus Points". However we are allowed to map to Qualifications heading if we think it's appropriate. The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't say we must use exactly those headings; we can use them if we have content. So we could create a Qualifications section for Bonus Points. Similarly Skills maybe not needed.
Thus we could have:
- About the role
- Responsibilities
- Requirements
- Qualifications (Bonus Points)
- Benefits
- Pay
- Schedule
That seems reasonable.
Now we need to output HTML fragment only, no markdown fences.
We'll produce:
About the role
As a Customer Success Manager at Litem, you will be a core member of our emerging Customer Success team, owning the post-sale journey for our law firm clients. This is a hands-on role focused on driving adoption, retention, and expansion while helping build the scalable processes that will carry the function as we grow. You will shape how Customer Success operates at Litem, coach newer team members, and work directly with leadership on our most strategic accounts.
Responsibilities
- Strategic Onboarding: Onboard strategic accounts and develop success plans tied to client goals such as workflow efficiency and matter throughput.
- Adoption and Value Realization: Drive adoption through proactive engagement, demonstrations, and best-practice guidance tailored to legal workflows.
- Stakeholder Management: Navigate multi-stakeholder relationships across practice leadership, innovation teams, and litigators to expand adoption, surface risk early, and keep onboardings on track.
- Retention and Expansion: Own engagement, renewals, and expansions, building durable relationships across your book of business.
- Health Monitoring: Track adoption, churn, NPS, and usage metrics, forecast retention risk, and implement targeted interventions.
- Process Building: Build repeatable CS playbooks, processes, and tools as the team grows, including coaching new hires and owning operational workstreams.
Requirements
- 3+ years in Customer Success for B2B SaaS
- Proven success retaining and expanding complex enterprise accounts, ideally in legal tech, fintech, or workflow SaaS
- Experience across the full customer lifecycle, from onboarding through advocacy, including partnering with leadership or founders on high-stakes expansions and renewals
- Strong data-driven decision-making, including building business cases and ROI models, and managing client escalations
- Working knowledge of how mid-market and enterprise organizations evaluate and adopt new technology
- Excellent communication, empathy, and relationship-building skills
- A collaborative builder's mindset, comfortable rolling up your sleeves in a small-team environment while scaling operations
- Ability to juggle varied responsibilities and exercise judgment on the best next step
- Comfort with ambiguity, fast iteration, and startup pace
Qualifications
- You have worked at a high-growth SaaS company before.
- You have prior experience in an early-stage startup.
- Familiarity or interest in the legal tech space.
Benefits
- Competitive Salary & Equity: Early-stage ownership with a standard 4-year vesting schedule and a 1-year cliff.
- 100% Medical/Dental/Vision Coverage: We pay 100% of premiums for employees and 50% for dependents.
- Unlimited PTO: 4-week recommended minimum (and we'll bug you if your "Out of Office" gathers dust).
- 12 Paid Holidays: We observe all standard holidays to give the team time to recharge.
- Parental Leave: We offer 16 weeks fully paid parental leave for birthing parents or 12 weeks for non-birthing parents.
- Flexible Hybrid Schedule: We’re in-office 4 days a week for seamless communication, and remote 1 day a week of your choosing for uninterrupted focus.
- Bellevue HQ: A modern office space with premium snacks, drinks and coffee to keep the team fueled.
- Commuter Benefits: Your choice of a company-paid parking spot in downtown Bellevue or a fully loaded ORCA pass.
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't say we must use exactly those headings; we can use them if we have content. So we could create a Qualifications section for Bonus Points. Similarly Skills maybe not needed.
Thus we could have:
- About the role
- Responsibilities
- Requirements
- Qualifications (Bonus Points)
- Benefits
- Pay
- Schedule
That seems reasonable.
Now we need to output HTML fragment only, no markdown fences.
We'll produce:
About the role
As a Customer Success Manager at Litem, you will be a core member of our emerging Customer Success team, owning the post-sale journey for our law firm clients. This is a hands-on role focused on driving adoption, retention, and expansion while helping build the scalable processes that will carry the function as we grow. You will shape how Customer Success operates at Litem, coach newer team members, and work directly with leadership on our most strategic accounts.
Responsibilities
- Strategic Onboarding: Onboard strategic accounts and develop success plans tied to client goals such as workflow efficiency and matter throughput.
- Adoption and Value Realization: Drive adoption through proactive engagement, demonstrations, and best-practice guidance tailored to legal workflows.
- Stakeholder Management: Navigate multi-stakeholder relationships across practice leadership, innovation teams, and litigators to expand adoption, surface risk early, and keep onboardings on track.
- Retention and Expansion: Own engagement, renewals, and expansions, building durable relationships across your book of business.
- Health Monitoring: Track adoption, churn, NPS, and usage metrics, forecast retention risk, and implement targeted interventions.
- Process Building: Build repeatable CS playbooks, processes, and tools as the team grows, including coaching new hires and owning operational workstreams.
Requirements
- 3+ years in Customer Success for B2B SaaS
- Proven success retaining and expanding complex enterprise accounts, ideally in legal tech, fintech, or workflow SaaS
- Experience across the full customer lifecycle, from onboarding through advocacy, including partnering with leadership or founders on high-stakes expansions and renewals
- Strong data-driven decision-making, including building business cases and ROI models, and managing client escalations
- Working knowledge of how mid-market and enterprise organizations evaluate and adopt new technology
- Excellent communication, empathy, and relationship-building skills
- A collaborative builder's mindset, comfortable rolling up your sleeves in a small-team environment while scaling operations
- Ability to juggle varied responsibilities and exercise judgment on the best next step
- Comfort with ambiguity, fast iteration, and startup pace
Qualifications
- You have worked at a high-growth SaaS company before.
- You have prior experience in an early-stage startup.
- Familiarity or interest in the legal tech space.
Benefits
- Competitive Salary & Equity: Early-stage ownership with a standard 4-year vesting schedule and a 1-year cliff.
- 100% Medical/Dental/Vision Coverage: We pay 100% of premiums for employees and 50% for dependents.
- Unlimited PTO: 4-week recommended minimum (and we'll bug you if your "Out of Office" gathers dust).
- 12 Paid Holidays: We observe all standard holidays to give the team time to recharge.
- Parental Leave: We offer 16 weeks fully paid parental leave for birthing parents or 12 weeks for non-birthing parents.
- Flexible Hybrid Schedule: We’re in-office 4 days a week for seamless communication, and remote 1 day a week of your choosing for uninterrupted focus.
- Bellevue HQ: A modern office space with premium snacks, drinks and coffee to keep the team fueled.
- Commuter Benefits: Your choice of a company-paid parking spot in downtown Bellevue or a fully loaded ORCA pass.