At a Glance
- Tasks: Lead and develop a team to enhance customer success across international markets.
- Company: Join Litera, a leader in transforming legal tech with innovative solutions.
- Benefits: Hybrid work model, global impact, and real growth opportunities.
- Other info: Collaborative culture focused on diversity and inclusion.
- Why this job: Shape the future of legal tech while making a significant impact on customer success.
- Qualifications: Experience in leading Customer Success teams and strong communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Ready to Help Shape the Future of Legal Tech?! At Litera, we don’t just build software, we transform how the world’s top law firms operate. Every day, we RaiseTheBar for what’s possible through AI, innovation, and solutions that power millions of legal professionals worldwide. If you’re energized by scale, real impact, and meaningful challenges, you’ll feel right at home here.
Where You’ll Work
Hybrid: This is a hybrid role based in London with the expectations to be in office at least 3 days a week for collaboration and connection.
Why this Role Matters
The Manager, Customer Success (International) owns the outcomes that matter most — retention, adoption, and long-term customer growth across EMEA, APAC, and beyond. In this role, you’ll lead and scale a team of Customer Success Managers whose work directly shapes whether international customers succeed with Litera. Your impact is measured in the value customers realize, the partnerships you deepen, and the revenue you protect — all while connecting regional execution to Litera’s global Customer Success strategy.
What You’ll Deliver
- Leadership: Lead, coach, and develop a team of International Customer Success Managers, supporting customers across EMEA and other assigned regions. Build a high‑performing, engaged team capable of managing regional complexity, cultural nuance, and varied customer maturity. Establish clear priorities, capacity planning, and coverage models appropriate for international markets. Create an environment of accountability, collaboration, and continuous improvement aligned to Litera’s global standards.
- Customer Outcomes & Retention: Ownership of renewal process, including accurate forecasting on SFDC. Own customer health, adoption, and retention outcomes across the international customer portfolio. Ensure consistent execution of success plans, value adoption assessments, and Quarterly Business Reviews (QBRs) with international customers. Proactively identify regional risks and partner with CSMs to implement mitigation and recovery strategies. Support renewal readiness and partner closely with Renewals and Sales teams to ensure value‑led, on‑time renewals.
- Operational & Regional Excellence: Drive consistency and scalability of Customer Success processes across international regions. Leverage customer telemetry and adoption data to identify trends, risks, and opportunities at both account and regional level. Partner with Customer Success Operations to refine reporting, playbooks, and tooling that support international scale. Ensure strong CRM discipline, forecasting accuracy, and account hygiene across the team.
- Cross‑Functional & Regional Collaboration: Act as an escalation point for strategic or at‑risk international accounts. Collaborate with Product and Engineering to ensure international customer feedback informs roadmap prioritisation. Partner with Sales, Marketing, and Professional Services to support regional growth, advocacy, and expansion initiatives. Represent the voice of International customers in internal forums and planning discussions.
- Strategic Contribution: Contribute to the evolution of Litera’s global Customer Success strategy, with a specific focus on international markets. Support change initiatives including AI adoption, new product launches, and process transformation across regions. Provide insight and recommendations on regional trends, customer needs, and opportunities for improvement.
Success Measures:
- Gross and Net Revenue Retention across International accounts
- Customer adoption and value realization by region
- Renewal readiness and risk mitigation
- Team performance, engagement, and development
- Consistent execution of global Customer Success standards
What You’ll Bring
- Must‑Haves: Proven experience leading Customer Success or Account Management teams in a global or international context. Strong record of driving adoption, retention, and value realization across diverse customer segments. Comfortable operating across regions, cultures, and time zones. Executive‑level communication skills with the ability to engage senior customer stakeholders. Data‑driven, with experience using customer health, adoption, and renewal metrics. Collaborative leader experienced in working cross‑functionally within a matrixed organization.
We know great candidates don’t always check every box. If you’re excited about this role, we encourage you to apply.
What You’ll Experience:
- Team. A culture where people show up for each other and do the right thing.
- Reach. A truly global team solving complex, meaningful problems.
- Opportunity. Real growth opportunities, not just talk about them.
- Technology. Work at the intersection of legal expertise and cutting‑edge AI.
- Impact. The chance to make an impact at scale, not just contribute.
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Manager, Customer Success International employer: Dormont Manufacturing Co
At Litera, we pride ourselves on being an exceptional employer, offering a dynamic hybrid work environment in London that fosters collaboration and innovation. Our culture is built on support and accountability, providing employees with real growth opportunities while working at the forefront of legal technology. Join us to make a meaningful impact on a global scale, where your contributions directly influence the success of top law firms worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success International
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Customer Success International
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
