Customer Success Manager

Litify is a legal technology company providing an all-in-one legal operating platform used by enterprise businesses and legal professionals. The Customer Success Manager on the Mid-Market team advises customers on Litify and Salesforce to drive adoption, outcomes, retention, and renewals.

• Become an expert in Litify and Salesforce to advise clients and provide on-the-spot solutioning.
• Manage a portfolio of Mid-Market and SMB customers, meeting individually to drive adoption, outcomes, retention, and contract renewals.
• Lead goal-setting sessions and support implementation teams to prepare customers for successful launches.
• Provide best practices, creative problem solving, and recommendations across Litify, Salesforce, and AppExchange solutions.
• Maintain high customer engagement and satisfaction, measured through Gross Retention and NPS.
• Track success via adoption and expansion of Litify and Salesforce across customer organizations and workflows.
• Identify at-risk accounts and develop remediation plans in coordination with management.
• Coordinate with internal teams and partners to drive adoption and expansion opportunities.
• Identify and document customer success stories in partnership with Marketing.

• Demonstrable technical aptitude; Certified Salesforce Administrator preferred.
• Experience gathering requirements and feedback and designing best-practice solutions.
• Enjoys creative problem solving, training, and solution design with client satisfaction as a priority.
• Strong aptitude for new technologies and ability to quickly diagnose needs and identify solutions.
• 2+ years of experience as a Customer Success Manager (ideally in SaaS).
• 5+ years of direct customer-facing experience.
• Excellent written, verbal, and oral communication skills, including presenting to key stakeholders.

• Estimated base salary range: $80,000–$90,000 per year (plus bonus and benefits).
• Role includes bonus and benefits; compensation varies based on qualifications, experience, skill set, and internal equity.
• Work location not specified; company offices noted in New York and New Orleans.