Customer Success Manager (Enterprise)

At Litify, we are revolutionizing the legal industry by powering legal's top performers with our all-in-one legal operating solution. We are seeking a Customer Success Manager to join our Enterprise team, focusing on large accounts and driving client success with our innovative software built on Salesforce.

This is a remote position with occasional travel to client sites and our NYC headquarters. If you're passionate about Salesforce, helping clients maximize software solutions, and have experience with large accounts, this role is for you!

About the Role

As a Customer Success Manager, you will manage a portfolio of 12-16 enterprise client accounts, driving adoption, ensuring desired outcomes, and ultimately securing retention and contract renewals. You will be an expert in Litify and Salesforce, providing best practices, creative problem-solving, and recommending appropriate solutions.

In this role, you will:

• Monitor and manage a portfolio of 12-16 client accounts to drive adoption, desired outcomes, and ensure retention and contract renewal.
• Act as an expert in Litify and Salesforce to advise clients and assist with on-the-spot solutioning.
• Lead goal-setting sessions and assist implementation teams in preparing clients for successful launches.
• 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 develop/deliver customer remediation plans in coordination with your manager.
• Coordinate between clients and Litify internal/partner resources to drive adoption and identify expansion opportunities.
• Identify opportunities for documenting success stories for the Marketing team.
• Maintain high levels of customer engagement and satisfaction.
• Measure success by the continued expansion of Litify and Salesforce across customers' organizations and workflows.

You have:

• Bachelor’s degree.
• Demonstrable technical aptitude with intermediate Admin level tasks (flows, custom reports, complex formulas); Salesforce Admin Certification is a plus.
• Strong aptitude for new technologies, with the ability to quickly diagnose needs and identify solutions.
• 4 years of experience as a Customer Success Manager (ideally with a SaaS product).
• 7 years of experience in direct customer-facing positions.
• Excellent written, verbal, and oral communication skills, with experience presenting to key stakeholders.

Disclosure:

The estimated base salary range for this role is $100,000-$120,000. You will also be offered a bonus and benefits. Salary decisions are based on qualifications, experience, skill set, and internal equity. Litify is an equal opportunity employer.