Enterprise Customer Adoption Manager

Job description

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 This is a hybrid role based in Raleigh with the expectations to be in office at least 3 days a week for collaboration and connection. Why this Role Matters As an Enterprise Customer Adoption Manager, you make sure our largest customers realize measurable business value from Litera, turning their priorities into outcomes they can see and share. You’ll partner with executive sponsors, customer champions, and internal teams across Product, Solutions, Support, and Account Management or Sales. The result is stronger adoption, healthier accounts, and renewals that follow naturally from proven value. This is a high-visibility role where you’ll be the trusted voice of the customer, shaping both how enterprise clients succeed and how Litera evolves. What You’ll Deliver Own the success strategy and health of your enterprise accounts, with a clear, current view of adoption, value realization, stakeholder engagement, and renewal risk Turn each customer’s business objectives into outcome-driven Customer Adoption Plans with baselines, success criteria, milestones, owners, and target dates Keep account plans, risk assessments, and engagement records accurate and up to date so progress and next steps are always visible Track progress against customer KPIs and clearly demonstrate the value customers are realizing Lead outcome-focused business reviews that highlight adoption, progress against goals, and opportunities to expand value Drive sustained usage of core features and workflows by analyzing product usage, closing adoption gaps, and optimizing existing implementations Align stakeholders around adoption priorities and coordinate the training, enablement, and change management that make adoption stick Build trusted relationships with executive sponsors, business leaders, champions, administrators, and end users, and facilitate executive conversations that connect product capabilities to business impact Navigate complex stakeholder environments and build consensus, while protecting relationships against champion turnover Spot risks early and lead recovery plans for at-risk accounts, with clear owners, milestones, and escalation paths Partner with Account Management or Sales on renewal readiness, retention, and expansion, making sure customer value, open issues, and commitments are visible well ahead of renewal Rally Product, Solutions, and Support to remove barriers, bring the voice of the customer back to the business, and share best practices across the CS organization We’re committed to creating an inclusive environment. If you need accommodations at any point in the process or in the role, we’re here to support you. What You’ll Bring Must-Haves Experience in customer adoption, strategic account management, enterprise SaaS, or a related customer-facing role Demonstrated ability to manage complex B2B customer relationships and multiple stakeholder groups Experience developing success plans tied to measurable business outcomes and adoption goals Strong analytical skills and the ability to interpret customer health indicators, product usage, and performance metrics Excellent executive communication, presentation, facilitation, and relationship-building skills Proven ability to manage risk proactively and coordinate cross-functional teams without direct authority Strong organizational skills, sound judgment, and the ability to prioritize competing account needs Success Matters: Overall enterprise account health and risk trends. Achievement of customer-defined business outcomes. Adoption and sustained usage of priority features and workflows. Demonstrated customer value realization. Renewal readiness and retention performance, in partnership with the commercial owner. Executive sponsor engagement and strength of customer relationships. Timely completion of success plan milestones and risk mitigation actions. Great candidates don’t check every box. If this role excites you, we encourage you to apply. What You’ll Experience A team that shows up. Work alongside people who collaborate, support one another, and lead with integrity. Global Reach. Partner with teams around the world to solve complex challenges that matter. Real opportunity for growth. Expand your impact through meaningful stretch opportunities, visibility and career development. AI-driven innovation. Work at the intersection of legal technology, customer outcomes, and cutting-edge AI. Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.