Director, Customer Success (Renewals Ownership Required)

About the role

The Director of Customer Success at Litera plays a crucial role in transforming how the world’s top law firms operate. This position focuses on enhancing customer satisfaction and retention, aligning customer needs with business strategy, and fostering a culture of excellence.

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

Qualifications

• Nice-to-have: MBA or advanced degree preferred
• Nice-to-have: Legal tech experience or exposure

Skills

• Strategic thinking and leadership
• Customer relationship management
• Data analysis and decision-making
• Team leadership and development
• CRM and customer success management tools proficiency

Benefits

• 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

Pay

The base salary range for this role is $160,000 to $180,000 USD. Final compensation will be determined based on experience, skills, education, and other relevant qualifications. This role is also eligible to earn commission based on performance.

Schedule

This role is based in Austin, Chicago, Denver, New Jersey, Philadelphia, or Raleigh, and requires working at least 6 days a month in the office for collaboration and connection.