Note: The job is a remote job and is open to candidates in USA. Litify is a leading company in legal technology, providing an all-in-one legal operating solution for law firms and legal departments. The Enterprise Customer Success Manager will work closely with a portfolio of clients to ensure successful adoption of Litify and Salesforce solutions, driving customer satisfaction and retention.
Responsibilities
- Monitor and manage a portfolio of 12-16 client accounts to drive adoption, desired outcomes, and ultimately ensure retention and contract renewal
- Be an expert in both Litify and Salesforce in order to best advise clients and assist with on-the-spot solutioning
- Lead goal setting sessions and assist implementation teams in preparing clients for a successful launch
- Partner with clients to provide best practices, lead creative problem solving, and recommend appropriate Litify, Salesforce and AppExchange solutions
- Monitor customer health to track adoption and customer satisfaction
- Identify at-risk accounts, and in coordination with your manager, develop and deliver on customer remediation plans
- Coordinate between clients and Litify internal and partner resources to drive adoption and create opportunities for expansion
- Identify opportunities for documenting success stories for our Marketing team
- Maintain high levels of customer engagement and satisfaction
- Measure success by continued expansion of Litify and Salesforce across your customers’ organization and workflow
Skills
- Bachelor's degree
- Demonstrable technical aptitude with intermediate Admin level tasks (flows, custom reports, complex formulas)
- Strong aptitude for new technologies, and the ability to quickly diagnose needs and identify solutions
- 4 years experience as a Customer Success Manager (ideally with a SaaS product)
- 7 years experience in direct customer-facing positions
- Excellent written, verbal, and oral communication with experience making presentations to key stakeholders
- Salesforce Admin Certification a Plus
Benefits
- You will also be offered a bonus and benefits.
Company Overview