Director, Customer Success

Litera

Director, Customer Success overseeing customer satisfaction strategies in a legal tech firm with a rich history of innovation. Leading a dynamic team and collaborating cross-functionally to enhance the customer experience.

Posted 5/15/2026full-timeHolmdel • Colorado, New Jersey, North Carolina, Pennsylvania, Texas • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Develop and implement strategies to enhance customer satisfaction and retention
Align customer success initiatives with overall business goals
Lead, mentor, and develop a high-performing customer success team
Foster a culture of excellence, collaboration, and continuous improvement
Build and maintain strong relationships with key customers to understand their needs
Identify opportunities to enhance the customer experience and address pain points
Establish and track key performance indicators (KPIs) to measure success
Provide regular reports and insights to senior management on customer success metrics
Analyze and improve customer success processes for efficiency and effectiveness
Implement tools and technologies to enhance customer interactions and satisfaction
Collaborate with sales, product, and marketing teams to ensure alignment and integration

Requirements

What you’ll need

Bachelor's degree in business, Marketing, or a related field
MBA or advanced degree preferred
Minimum of 7 years in customer success or a similar leadership role
Proven track record of enhancing customer satisfaction and leading teams
Strong strategic thinking and leadership abilities
Excellent communication and interpersonal skills
Proficiency in CRM and customer success management tools
Ability to analyze data and drive data-driven decisions
Results-oriented with a focus on customer satisfaction and retention
High level of adaptability and resilience in a fast-paced environment
Strong problem-solving and decision-making abilities

Benefits

Comp & perks

Health insurance
Retirement savings plans
Generous paid time off
Supportive work-life balance
Opportunities for professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer success managementdata analysisstrategic thinkingperformance measurementprocess improvementKPI trackingcustomer satisfaction enhancementteam leadershipresults-oriented approachproblem-solving

Soft Skills

communication skillsinterpersonal skillsleadership abilitiesadaptabilityresiliencecollaborationmentoringcontinuous improvement mindsetrelationship buildingdecision-making

Certifications

Bachelor's degreeMBA or advanced degree