Customer Adoption Manager, Large Law

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, NC with the expectations to be in office at least 3 days a week for collaboration and connection.

Why this Role Matters As a Large Law Customer Adoption Manager, you make sure large law firms realize measurable value from Litera by embedding it into the day-to-day workflows of attorneys and business services professionals. You’ll partner with firm leadership, practice group leaders, innovation and knowledge teams, IT, and legal operations, alongside colleagues across Product, Solutions, Support, and Sales. The result is adoption that reaches well beyond a small group of enthusiasts, champions who can articulate the value achieved, and renewals backed by credible evidence. This is a high-visibility role at the center of Litera’s relationships with some of the legal industry’s most influential firms.

What You’ll Deliver

• Own the success strategy, account health, and adoption performance of your large law firm portfolio, with a deep understanding of each firm’s priorities, structure, practice areas, and technology environment
• Partner with firm stakeholders to define what success looks like, translating priorities into measurable outcomes such as attorney productivity, reduced administrative effort, faster workflows, and greater knowledge reuse
• Build and maintain firm-specific success plans, with baselines, success criteria, milestones, owners, and target dates, and keep adoption assessments, stakeholder maps, and risk records current
• Track progress against agreed objectives and lead business reviews that show champions and firm leadership clear evidence of value
• Design targeted adoption plans for attorneys, practice groups, and business services teams, accounting for differences across offices, seniority levels, and user personas
• Embed product usage into existing legal workflows by coordinating role-based enablement, training, communications, and adoption campaigns
• Use usage and workflow data to find low-adoption groups and inactive users, and address barriers such as workflow fit, competing priorities, and change resistance
• Build a network of internal advocates across firm leadership, practice groups, innovation and knowledge teams, and IT, and equip champions to share success stories and encourage peer adoption
• Align stakeholders with differing needs and incentives around shared goals, and reduce reliance on any single champion by broadening engagement across the firm
• Spot risks early, such as declining usage, weak sponsorship, or unresolved product issues, and lead recovery plans with clear owners, milestones, and success criteria, rebuilding relationships when sponsors or champions transition
• Partner with Account Management or Sales so renewal and expansion conversations are backed by credible evidence of adoption, outcomes, and ongoing value
• Work with Support, Product, Solutions, Implementation, Training, and Sales to deliver on firm priorities, bring legal-industry insights and recurring customer needs back to the business, and share best practices across the 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, account management, SaaS, legal technology, or another relevant customer-facing role
• Demonstrated ability to manage complex B2B customer relationships and drive adoption across diverse user populations
• Experience defining customer goals, measuring outcomes, and building actionable success plans
• Strong stakeholder management, communication, presentation, and facilitation skills
• Ability to analyze adoption data, identify engagement gaps, and develop targeted interventions
• Strong project management and cross-functional coordination skills
• Ability to understand and communicate complex workflows to technical and nontechnical audiences

Nice to Haves:

• Experience supporting large law firms, legal technology customers, professional services organizations, or other complex knowledge-worker environments
• Familiarity with law firm structures, practice groups, legal operations, knowledge management, or legal innovation functions
• Experience driving adoption among professionals whose time is highly constrained and whose workflows differ across teams

Success Matters:

• Overall health and retention readiness of the assigned law firm portfolio.

• Achievement of agreed firm-level business outcomes.

• Adoption and sustained usage across targeted attorneys, practice groups, and business services teams.

• Adoption breadth across relevant user populations and priority workflows.

• Demonstrated value and positive customer feedback from champions and firm stakeholders.

• Strength and distribution of stakeholder relationships across the firm.

• Completion of success plan milestones and resolution of material adoption risks.

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.