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Litify // software platform for law firms
Brooklyn, NY    Posted: Tuesday, February 16, 2021
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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 Enterprise team, & you might be the right person! We are looking for a CSM based in the eastern US to work with our expanding customer base. This position will be remote, with occasional travel to client sites & our Brooklyn headquarters. 

You will:

  • Monitor & manage a portfolio of 12-16 client accounts to drive adoption, desired outcomes, & ultimately ensure retention & contract renewal
  • Be an expert in both Litify & Salesforce in order to best advise clients & assist with on-the-spot solutioning
  • Lead goal setting sessions & assist implementation teams in preparing clients for a successful launch 
  • Partner with clients to provide best practices, lead creative problem solving, & recommend appropriate Litify, Salesforce & App Exchange solutions
  • Monitor customer health to track adoption & customer satisfaction
  • Identify at-risk accounts, & in coordination with your manager, develop & deliver on customer remediation plans
  • Coordinate between clients & Litify internal & partner resources to drive adoption & create opportunities for expansion
  • Identify opportunities for documenting success stories for our Marketing team
  • Maintain high levels of customer engagement & satisfaction 
  • Measure success by continued expansion of Litify & Salesforce across your customers organization & workflow

You have:

  • Bachelors degree
  • Demonstrable technical aptitude with intermediate Admin level tasks (flows, custom reports, complex formulas), Salesforce Admin Certification a Plus
  • Strong aptitude for new technologies, & the ability to quickly diagnose needs & 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, & oral communication with experience making presentations to key stakeholders
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