Director, Customer Success

Job Description

Join Our Team at Litera: Where Legal Technology Meets Excellence

Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work.

Overview: We are seeking a strategic and innovative Director of Customer Success to lead our efforts in reimagining the customer journey for our long tail customer segment as well as a key subset of our customer base. This leader will architect and execute a digital-first customer success program, ensuring scalable, data-driven engagement that maximizes product adoption, satisfaction, and retention. Reporting to the VP of Customer Success, this role will collaborate cross-functionally to drive a seamless, proactive, and impactful customer experience.

Key Responsibilities:

Design & Implement Digital Customer Success Strategy

• Develop and execute a comprehensive digital customer success strategy tailored for long tail customers, leveraging automation, self-service resources, and data-driven interventions
• Map and continuously refine the digital customer journey, identifying key touchpoints, pain points, and opportunities for proactive engagement
• Segment the customer base to deliver personalized digital experiences and communications that drive adoption and value realization

Customer Advocacy & Customer Journey Reimagination

• Act as the voice of the long tail customer and key accounts, ensuring their needs and insights are prioritized in organizational strategy and execution
• Lead the end-to-end redesign of the customer journey, collaborating with product, marketing, support, and sales to ensure a unified, customer-centric approach
• Identify and address friction points, championing initiatives that streamline onboarding, education, and lifecycle management for digital-first customers

Team Leadership & Cross-Functional Collaboration

• Build, mentor, and lead a team of customer success managers and specialists, fostering a culture of innovation, accountability, and continuous improvement
• Collaborate with Product and Engineering to ensure customer feedback informs roadmap priorities and feature development
• Partner with Marketing and Support to align messaging, resources, and interventions across the customer lifecycle

Operational Excellence & Metrics

• Define, track, and report on key customer success metrics (e.g., health scores, NPS, churn, product usage) to measure program effectiveness and inform strategic decisions
• Implement and optimize scalable processes, leveraging technology and automation to efficiently manage a large, diverse customer base
• Drive continuous improvement through data analysis, experimentation, and feedback loops

Qualifications:

• 7+ years in customer success, account management, or related roles, with at least 3 years in a leadership position.
• Proven experience designing and scaling digital customer success programs, ideally in SaaS or technology environments
• Demonstrated ability to map and optimize complex customer journeys, with a track record of improving adoption, retention, and satisfaction metrics
• Strong analytical skills; comfortable with data-driven decision making and customer segmentation
• Excellent cross-functional collaboration skills; experience working with Product, Marketing, and Support teams
• Experience in leveraging AI tools for increase productivity and efficiency
• Exceptional communication, leadership, and change management abilities.

Why Join Litera?

• The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
• Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
• Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
• Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles