Job Description

Join Our Team at Litera: Where Legal Technology Meets Excellence

Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.

Overview: As a Manager, Customer Community & Advocacy at Litera, you will be part of a dynamic Voice of Customer (VOC) team that is passionate about driving innovation in the legal technology space. This hands-on role is responsible for the execution and operational management of the Customer Advisory Board (CAB) program and customer advocacy initiatives. The Manager will ensure all logistics are flawlessly executed, customer insights are captured and leveraged across the business, and advocacy opportunities are activated. They will work closely with Marketing, Product and Customer Success teams to deliver initiatives supporting strategic goals around building and maintaining customer sentiment and trust.

Reflecting our core values of Extreme Ownership, Team Over Self, and Never Settle, you will be energised by getting great results for our customers and deeply committed to championing their voice across the business.

Key Responsibilities:

• Working with the Customer & Partner Event Specialist, oversee end-to-end logistics for all Customer Advisory Board (CAB) events, including invites, agendas, and follow-ups.
• Partner with the Customer & Partner Event Specialist to deliver monthly executive dinners/events, ensuring alignment with target personas and strategic goals.
• Maintain workflows, templates and reporting for all customer programs, ensuring consistency, ownership, and visibility.
• Oversee the bi-annual sentiment survey program, ensuring alignment with strategic goals and integration with CAB and overall VOC efforts.
• Issue sentiment surveys and analyze results to surface actionable insights.
• Analyze survey results and CAB feedback to produce actionable insights and executive-ready reports.
• Support VOC leadership in compiling dashboards and performance reports for all VOC initiatives.
• Manage a pipeline of advocacy opportunities and ensure timely execution: identify candidates, conduct interviews, and draft case studies.
• Conduct customer interviews for case studies, testimonials, and success stories.
• Collaborate with Customer Success to identify and activate reference customers.
• Coordinate with CAB champions to document, track, and follow up on action items from CAB sessions. Ensure updates are gathered from internal stakeholders and synthesized into clear, customer-facing progress reports for future CAB touchpoints.

Qualifications:

• 4–6 years in customer marketing, events, or program management roles.
• Excellent organizational and communication skills.
• Ability to manage multiple projects simultaneously and adapt to changing priorities.
• Experience working cross-functionally with marketing, customer success, and sales teams.
• Ability to work independently and collaboratively.
• Comfortable interviewing customers at all levels and translating insights into actionable outputs.

Why Join Litera?

• The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
• Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
• Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
• Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.
• Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles

California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington residents is $45,000 to $65,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Litera offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).