{"id":1296564,"url":"https://alion.io/job/litem-customer-success-manager","title":"Customer Success Manager","company":{"id":3812829,"name":"Litem","domain":"litem.com","url":"https://alion.io/company/litem","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bellevue, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":104000,"max":128000,"currency":"USD","period":"year","gross":null,"usd_annual":128000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-14T16:15:58Z","employer_posted_date":"2026-09-14","last_verified_at":"2026-10-14T18:33:32Z","board_verified":true,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":30},"description":"A Note from our Founders\nWe started Litem because we saw a massive gap between the importance of legal work and the quality of the tools lawyers use to do it. We believe that the people protecting our legal systems deserve software that is as ambitious as they are.\nWe launched Litem with three simple goals:\nSolve real problems.\n\nLearn new skills.\n\nHave fun doing it.\n\nOur philosophy on team-building is centered on passion and compassion. We look for people who are \"all-in\" on the mission and the craft, but we keep the human aspect front and center. You’ll find that we are high-energy and ambitious, but also grounded and understanding. We take the work seriously, but we don’t take ourselves too seriously.\nIf you're excited about building the future of legal tech, we’d love to have you with us.\n- Mitchell and Donnie\nWhat We’re Building\nWe’re an early-stage team at the intersection of technology and law. We’re driven by a simple reality: legal work is vital to protecting everyday people, yet the industry’s tech is underdeveloped. With the rise of AI, we finally have the tools to change that.\nThe problem we’re solving: You’ve seen it on shows like Suits where a lawyer sits across from a witness, a camera rolls, and the questioning begins. That’s a deposition. But unlike TV, the reality involves hundreds of hours of grueling preparation, manual review, and high costs. Deposition is where we started, we are expanding the platform to support the full litigation process.\nOur Traction: While we are early stage, we are moving fast:\n· Processing 10k+ depositions per month across the US.\n· Signed enterprise clients from the AM Law 200 firms\n· Established distribution partnerships with leading legal services companies\n· Impact: We’re committed to increasing equitable access to justice through programs like Litem Essentials and the Litem Justice Initiative.\nAbout the Role\nAs a Customer Success Manager at Litem, you will be a core member of our emerging Customer Success team, owning the post-sale journey for our law firm clients. This is a hands-on role focused on driving adoption, retention, and expansion while helping build the scalable processes that will carry the function as we grow. You will shape how Customer Success operates at Litem, coach newer team members, and work directly with leadership on our most strategic accounts.\nWhat You’ll Do\nStrategic Onboarding: Onboard strategic accounts and develop success plans tied to client goals such as workflow efficiency and matter throughput.\n\nAdoption and Value Realization: Drive adoption through proactive engagement, demonstrations, and best-practice guidance tailored to legal workflows.\n\nStakeholder Management: Navigate multi-stakeholder relationships across practice leadership, innovation teams, and litigators to expand adoption, surface risk early, and keep onboardings on track.\n\nRetention and Expansion: Own engagement, renewals, and expansions, building durable relationships across your book of business.\n\nHealth Monitoring: Track adoption, churn, NPS, and usage metrics, forecast retention risk, and implement targeted interventions.\n\nProcess Building: Build repeatable CS playbooks, processes, and tools as the team grows, including coaching new hires and owning operational workstreams.\n\nRole Requirements\n3+ years in Customer Success for B2B SaaS\n\nProven success retaining and expanding complex enterprise accounts, ideally in legal tech, fintech, or workflow SaaS\n\nExperience across the full customer lifecycle, from onboarding through advocacy, including partnering with leadership or founders on high-stakes expansions and renewals\n\nStrong data-driven decision-making, including building business cases and ROI models, and managing client escalations\n\nWorking knowledge of how mid-market and enterprise organizations evaluate and adopt new technology\n\nExcellent communication, empathy, and relationship-building skills\n\nA collaborative builder's mindset, comfortable rolling up your sleeves in a small-team environment while scaling operations\n\nAbility to juggle varied responsibilities and exercise judgment on the best next step\n\nComfort with ambiguity, fast iteration, and startup pace\n\nBonus Points\nYou have worked at a high-growth SaaS company before.\n\nYou have prior experience in an early-stage startup.\n\nFamiliarity or interest in the legal tech space.\n\nInterview Process\n30m introduction call\n\n45m video Hiring Manager interview\n\n45m video peer interview\n\n1.5h final in person Interview\n\nInclusion at Litem: We believe that the best products are built by diverse teams. Litem is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. We are committed to providing reasonable accommodations for individuals with disabilities-please let us know if you need assistance during the application process.\nBenefits for Bellevue-based and Remote roles\nCompetitive Salary & Equity: Early-stage ownership with a standard 4-year vesting schedule and a 1-year cliff.\n\n100% Medical/Dental/Vision Coverage: We pay 100% of premiums for employees and 50% for dependents.\n\nUnlimited PTO: 4-week recommended minimum (and we'll bug you if your \"Out of Office\" gathers dust).\n\n12 Paid Holidays: We observe all standard holidays to give the team time to recharge.\n\nParental Leave: We offer 16 weeks fully paid parental leave for birthing parents or 12 weeks for non-birthing parents.\n\nBenefits for Bellevue-based roles\nFlexible Hybrid Schedule: We’re in-office 4 days a week for seamless communication, and remote 1 day a week of your choosing for uninterrupted focus.\n\nBellevue HQ: A modern office space with premium snacks, drinks and coffee to keep the team fueled.\n\nCommuter Benefits: Your choice of a company-paid parking spot in downtown Bellevue or a fully loaded ORCA pass.","description_format":"text","description_chars":5918,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-26T09:28:58Z"}],"visa":[],"liveness":{"score":51,"band":"ok","label":"Likely open","p_open":1,"p_active":0.565,"p_room":0.9,"age_days":29,"expected_fill_days":67,"reasons":["conf:4","win:mid"],"computed_at":"2026-10-14T06:34:16Z"},"pay":{"stated_usd_annual":128000,"is_top_pay":true},"html_url":"https://alion.io/job/litem-customer-success-manager","json_url":"https://alion.io/job/litem-customer-success-manager.json","meta":{"generated_at":"2026-10-14T18:38:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24270,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3812829},"rest":"https://alion.io/mcp/rest/get_company?id=3812829"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flitem-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flitem-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flitem-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/litem-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flitem-customer-success-manager"}]}