At a Glance
- Tasks: Lead a team to ensure customer success and retention across international markets.
- Company: Join Litera, a leader in legal tech transforming how law firms operate.
- Benefits: Hybrid work model, global impact, and opportunities for personal growth.
- Other info: Be part of a diverse team solving meaningful problems with cutting-edge AI.
- Why this job: Shape the future of legal tech while making a real difference for customers worldwide.
- 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 Raise the Bar 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 expectations to be in the 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.
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.
Equal Opportunity Employment
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Manager, Customer Success International in London employer: WORKSHARE LTD
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 in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Litera on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in a Customer Success Manager.
✨Tip Number 2
Prepare for the interview by understanding Litera's products and how they impact customer success. We should be ready to discuss how we can drive adoption and retention using real examples from our past experiences.
✨Tip Number 3
Show off your leadership skills! Be ready to share stories about how we've built and developed teams in diverse environments. Highlighting our ability to manage cultural nuances will definitely catch their attention.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re genuinely interested in being part of the Litera team.
We think you need these skills to ace Manager, Customer Success International in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Manager, Customer Success International role. Highlight your experience in leading teams and driving customer success, especially in international contexts. We want to see how your skills align with our mission at Litera!
Showcase Your Impact:When detailing your past roles, focus on the outcomes you've achieved. Use metrics to demonstrate how you've improved customer retention and adoption. We love numbers that tell a story about your impact, so don’t hold back!
Be Authentic:Let your personality shine through in your application. We value authenticity and want to get a sense of who you are beyond your professional achievements. Share your passion for customer success and how you connect with diverse teams.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Litera!
How to prepare for a job interview at WORKSHARE LTD
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like retention rates and adoption statistics. Be ready to discuss how you've used data to drive customer outcomes in your previous roles, as this will show your understanding of the importance of these metrics in a global context.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach and how you’ve developed high-performing teams. Think of specific examples where you’ve coached team members to success, especially in diverse cultural settings, as this aligns with the role's focus on international collaboration.
✨Understand the Company’s Vision
Familiarise yourself with Litera’s mission and recent innovations in legal tech. Being able to articulate how your experience aligns with their goals will demonstrate your genuine interest in the company and its impact on the industry.
✨Prepare for Cross-Functional Collaboration Questions
Expect questions about how you’ve worked with other departments like Sales and Product. Have examples ready that illustrate your ability to collaborate across functions to enhance customer success, as this is crucial for the role.
