Enterprise Customer Success Manager (ELM)

About Us

At Litify, we’re revolutionizing the Legal industry by being the platform powering legal’s top performers. As a trailblazer in legal technology, Litify delivers an all-in-one legal operating solution that empowers law firms and legal departments to achieve consistent success by continually standardizing, measuring, and improving their legal operations.

Our mission is clear: to deliver better business outcomes to our clients, so they can focus on delivering the best legal service and outcomes to their clients. 400+ enterprise businesses and 55K+ legal professionals trust Litify to amplify their impact with innovative technology and service that stands the test of time.

Backed by Bessemer Venture Partners, Litify is proud to be recognized as one of Inc. 5000 and Deloitte Technology Fast 500’s fastest-growing private companies in America along with numerous awards for our unparalleled software. With offices in the vibrant cities of New York and New Orleans, we’re at the heart of legal innovation.

About the Role

Addicted to Salesforce? Love helping your clients get the most out of exciting software solutions? Have experience working with large accounts? Litify is looking for a Customer Success Manager to join our team, and you might be the right person! We are looking for a CSM based in the US to work with our expanding corporate customer base. This position will be remote, with occasional travel to client sites and our NY headquarters.

You will:

• Monitor and manage a portfolio of 20-30 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 App Exchange 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
• Build strong executive relationships with main stakeholders and serve as a point of escalation if necessary
• Measure success by continued expansion of Litify and Salesforce across your customers’ organization and workflow

You have:

• Demonstrable technical aptitude with intermediate Salesforce Admin level tasks (flows, custom reports, complex formulas), Salesforce Admin Certification a plus
• Experience working with Fortune 500 companies is a strong plus
• Strong aptitude for new technologies, and the ability to quickly diagnose needs and identify solutions
• 3 years experience as a Customer Success Manager (ideally with a SaaS product)
• Excellent written, verbal, and oral communication with experience making presentations to key stakeholders
• Bachelor’s degree

Disclosure:

The estimated base salary pay range for this role is $110,000-$115,000. You may also be offered a bonus and benefits.

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

Individual pay rate decisions are based on a number of factors, including qualifications for the role, experience level, skill set, and balancing internal equity relative to peers at the company.

The range above is for the expectations as laid out in the job description, however we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated to you as a candidate.