Key skills
SalesforceCustomer Success ManagementTechnical AptitudeCreative Problem SolvingCommunicationSaaSProblem SolvingCustomer Success
About this role
Litify is revolutionizing the Legal industry by providing a comprehensive legal operating solution for law firms and legal departments. The Customer Success Manager will be responsible for managing a portfolio of Mid-Market and SMB clients, ensuring client satisfaction, driving adoption, and supporting contract renewals.
Responsibilities:
- Be an expert in both Litify and Salesforce in order to best advise clients and assist with on-the-spot solutioning
- Monitor and manage a portfolio of Mid-Market and SMB clients, meeting with them individually to drive adoption, desired outcomes, and ultimately ensure retention and contract renewal
- 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
- Maintain high levels of customer engagement and satisfaction through Gross Retention and NPS Score
- Measure success by client adoption, continued expansion of Litify and Salesforce across your customers’ organization and workflow
- 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
Requirements:
- Demonstrable technical aptitude that will help clients continually improve their Litify Org
- Experience with gathering requirements and feedback and designing best practice solutions
- Strong aptitude for new technologies, and the ability to quickly diagnose needs and identify solutions
- 2 years experience as a Customer Success Manager (ideally with a SaaS product)
- 5 years experience in direct customer-facing positions
- Excellent written, verbal, and oral communication with experience making presentations to key stakeholders
- Certified Salesforce Administrator preferred