Customer Activation & Adoption Specialist
Litera Group, Raleigh, North Carolina, United States, 27601
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Raleigh, NCposted on:
Posted 2 Days Agojob requisition id:
R-501136**Job Description****Join the Legal Tech Revolution at Litera****Role Summary**The Customer Activation & Adoption Specialist is responsible for proactively driving product activation, deployment, and early-stage adoption across existing customer accounts that have purchased solutions but have not yet implemented or fully launched them.This role sits within the Customer Support / Customer Experience organization and blends outbound engagement, consultative activation support, and early lifecycle adoption enablement. The Specialist will conduct direct call and email outreach to dormant or inactive purchasers, remove activation barriers, guide customers through deployment steps, and ensure successful adoption that drives retention, expansion, and long-term value realization.This role plays a critical part in protecting ARR, accelerating time-to-value, and improving product stickiness across the customer base.**Key Responsibilities**Proactive Activation Outreach· Conduct outbound calls and targeted email campaigns to customers who have purchased but not activated solutions· Identify blockers to deployment (technical, operational, organizational, training)· Drive urgency around activation milestones· Document engagement and status updates in CRMSolution Deployment Support· Guide customers through initial setup and activation workflows· Coordinate internally with Implementation, Technical Support, Training, and Product teams when escalation is required· Ensure clean handoffs where deeper technical support or project work is needed· Track and manage activation milestones to completionEarly Adoption & Value Realization· Monitor product usage signals and identify adoption gaps· Provide light consultative guidance on best practices· Promote relevant training resources, webinars, and knowledge center content· Drive first meaningful use cases to accelerate stickinessAccount Health & Risk Mitigation· Identify churn risk signals related to non-activation or low usage· Flag accounts requiring intervention· Partner with Customer Success and Sales on recovery strategies· Support renewal risk mitigation through early engagementSuccess Metrics (KPIs)· Percentage of purchased solutions activated· Time-to-activation (TTA) from purchase to first live usage· Activation conversion rate from outbound outreach efforts· Early adoption rate measured by 30/60/90-day usage benchmarks· ARR at-risk identified and recovered through activation engagement· Expansion pipeline influenced through adoption insights and activation-led opportunity identification · Outreach productivity metrics, including calls placed, emails sent, and connection rates**Required Skills & Experience**· Strong outbound communication skills (phone & email)· Ability to manage high-volume outreach while maintaining consultative quality· Comfort navigating CRM systems and tracking structured engagement cadences· Basic technical fluency to support solution setup workflows· Highly organized with strong follow-through**Preferred Qualifications (Legal Tech SaaS)**· Experience in Customer Success, BDR/SDR, Support, or SaaS account management · Experience managing outbound engagement to existing SaaS customers post-sale· Experience working with legal professionals or legal operations teams· Familiarity with SaaS implementation lifecycles· Understanding of product adoption metrics and lifecycle management· Experience supporting multiple product lines* **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 rolesLitera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Litera 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. #J-18808-Ljbffr
Raleigh, NCposted on:
Posted 2 Days Agojob requisition id:
R-501136**Job Description****Join the Legal Tech Revolution at Litera****Role Summary**The Customer Activation & Adoption Specialist is responsible for proactively driving product activation, deployment, and early-stage adoption across existing customer accounts that have purchased solutions but have not yet implemented or fully launched them.This role sits within the Customer Support / Customer Experience organization and blends outbound engagement, consultative activation support, and early lifecycle adoption enablement. The Specialist will conduct direct call and email outreach to dormant or inactive purchasers, remove activation barriers, guide customers through deployment steps, and ensure successful adoption that drives retention, expansion, and long-term value realization.This role plays a critical part in protecting ARR, accelerating time-to-value, and improving product stickiness across the customer base.**Key Responsibilities**Proactive Activation Outreach· Conduct outbound calls and targeted email campaigns to customers who have purchased but not activated solutions· Identify blockers to deployment (technical, operational, organizational, training)· Drive urgency around activation milestones· Document engagement and status updates in CRMSolution Deployment Support· Guide customers through initial setup and activation workflows· Coordinate internally with Implementation, Technical Support, Training, and Product teams when escalation is required· Ensure clean handoffs where deeper technical support or project work is needed· Track and manage activation milestones to completionEarly Adoption & Value Realization· Monitor product usage signals and identify adoption gaps· Provide light consultative guidance on best practices· Promote relevant training resources, webinars, and knowledge center content· Drive first meaningful use cases to accelerate stickinessAccount Health & Risk Mitigation· Identify churn risk signals related to non-activation or low usage· Flag accounts requiring intervention· Partner with Customer Success and Sales on recovery strategies· Support renewal risk mitigation through early engagementSuccess Metrics (KPIs)· Percentage of purchased solutions activated· Time-to-activation (TTA) from purchase to first live usage· Activation conversion rate from outbound outreach efforts· Early adoption rate measured by 30/60/90-day usage benchmarks· ARR at-risk identified and recovered through activation engagement· Expansion pipeline influenced through adoption insights and activation-led opportunity identification · Outreach productivity metrics, including calls placed, emails sent, and connection rates**Required Skills & Experience**· Strong outbound communication skills (phone & email)· Ability to manage high-volume outreach while maintaining consultative quality· Comfort navigating CRM systems and tracking structured engagement cadences· Basic technical fluency to support solution setup workflows· Highly organized with strong follow-through**Preferred Qualifications (Legal Tech SaaS)**· Experience in Customer Success, BDR/SDR, Support, or SaaS account management · Experience managing outbound engagement to existing SaaS customers post-sale· Experience working with legal professionals or legal operations teams· Familiarity with SaaS implementation lifecycles· Understanding of product adoption metrics and lifecycle management· Experience supporting multiple product lines* **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 rolesLitera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Litera 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. #J-18808-Ljbffr