VP, Customer Success

Chicago, IL, United States

Job Description

Our Story: Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving over 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recently selected for Crain's Best Places to Work in Chicago, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.

The Opportunity: The Vice President, Customer Success is responsible for driving successful outcomes for our global customer base resulting in monumental adoption, customer satisfaction, advocacy, and retention results. This includes providing vision and direction to deliver a scalable, memorable customer experience as well as, managing a renewal operation in a dynamic, high-growth environment. As Vice President of Customer Success, you will be responsible for leading and managing our global Customer Success teams, including Customer Success Managers, Solutions Consultants, and Customer Experience professionals. Your focus will be on driving customer satisfaction, enhancing customer experience, and ensuring our customers derive maximum value from our solutions.

Responsibilities:

This role will require you to play on all levels from engaging with the executive team on high-level strategy, to rolling up your sleeves and working in the trenches with your team to engage customers, negotiate contracts, and analyze data insights. If influencing transformational change is not only feasible but exciting to you, this is a great opportunity to consider.

Develop and implement customer success strategies to maximize customer retention and satisfaction.

Lead, mentor, and manage teams of Customer Success Managers, Solutions Consultants, and Customer Experience professionals.

Partner closely with Sales and Product teams to deliver a seamless customer experience from onboarding to ongoing product usage.

Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific business needs.

Identify common customer challenges and proactively suggest better solutions.

Oversee customer issues and ensure effective and long-term problem resolution.

Monitor and manage customer health, identifying risk of churn and ensuring customer retention.

Develop and share best practices with team members to continually improve the quality of service offered.

Evaluate and enhance workflows and processes to ensure they are efficient, high quality, and scalable.

Develop and track key performance metrics, regularly reporting on them to senior leadership.

A Day in the Life: Influence a delightful customer experience

Lead department, one-on-one and skip level meetings

Leverage data insights to manage progress, performance, and priorities

Craft predictable dialog, document plays and optimize process to support the team and their efforts to engage multiple business personas

Monitor business performance though Net Promoter Score, revenue retention, and other key metrics

Engage with cross-functional leadership and executives on high-level business initiatives

Influence direction and transformational change to sustain rapid growth

Mentor and grow a high performing team of trusted advisors

About You: An inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work

You not only get things done and routinely meet metric-based goals, but have ability to lead a team to do the same

Can thrive in a high bandwidth, high speed environment

High EQ and ability to lead with positive influence

Thrive on open transparency, communication, and collaboration internally and externally

Qualifications: 10+ years of experience in a customer-facing role, with a minimum of 5 years in a senior leadership position.

Proven experience leading customer success teams in a software/technology company.

Strong understanding of software industry and SaaS business model.

Excellent leadership and team management skills.

Exceptional communication and interpersonal skills.

Strong problem-solving capabilities and ability to think strategically.

Proven ability to drive continuous value of our product(s).

Self-motivated, proactive team player with innovative ideas.

Ability to manage influence through persuasion, negotiation, and consensus-building.

Bachelor's degree in Business Administration or related field. MBA preferred.

California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington residents is $175,000 to $190,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Litera offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).

Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.