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Legora is an AI-native legal workspace trusted by 1,000+ customers across 50+ countries, including top law firms like Cleary Gottlieb, Goodwin, and Linklaters. The company has scaled to $100M+ ARR and operates across Europe, North America, and APAC.
As Customer Success Systems Manager, you will own the tools and automations powering Legora's post-sales organization, including Engagement, Solutions & Delivery, and Technical Operations. You'll administer and evolve support and customer education systems such as Intercom, Skilljar, Claude, Notion, Clay, Sana, and Granola, building the automations and data connectivity that enable these systems to work together seamlessly.
Key responsibilities include:
**Systems Ownership & Administration**: Day-to-day administration of the post-sales tool stack, including configuration, implementation, user management, and data integrity. You'll serve as the point of contact for tool-related issues escalated from the post-sales organization, monitor system performance and reliability, and coordinate resolution of complex issues with vendors and internal IT.
**Automation & Workflow Design**: Design and maintain automations and data connectivity across the post-sales tool stack to reduce manual handoffs between systems. Partner with AI Enablement on configuration, training, and ongoing governance of AI tools embedded in support and services workflows.
**Cross-Functional Enablement**: Train and document best practices for post-sales teams, act as the internal expert for systems you own, and partner with IT, Data, and Product teams on integrations and systems requirements.
You'll report directly to the Head of Global Services and work from the New York office (Union Square), which features company-provided lunch daily. This is an individual contributor role where "Manager" reflects ownership of the systems function rather than people management.
Required qualifications: 4–6 years of relevant experience in systems administration, support operations, or CS operations (ideally B2B SaaS). Hands-on experience with support or customer success tooling (Intercom, Zendesk, Clay, Gainsight, or similar). Proven track record running tool rollouts or migrations end-to-end. Comfortable moving between hands-on configuration work and automation/process design. Experience with Intercom, Skilljar, Claude, Notion, Clay, Sana, or Granola is a strong plus.
