Manager, Customer Success International
About the role
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 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