Enterprise Customer Success Manager (Salesforce Certified)

Litify is a leading company in legal technology, aiming to revolutionize the legal industry with innovative solutions. They are seeking an Enterprise Customer Success Manager to manage client accounts, drive adoption, and ensure customer satisfaction while leveraging both Litify and Salesforce expertise.

Responsibilities:

• Monitor and manage a portfolio of 15-20 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

Requirements:

• Bachelor's degree
• Demonstrable technical aptitude with intermediate Salesforce Admin level tasks (flows, custom reports, complex formulas)
• Strong aptitude for AI and 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)
• 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