SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Legora is an AI-native legal workspace trusted by 1,000+ customers across 50+ countries, including major law firms like Cleary Gottlieb, Goodwin, and Linklaters. The company has scaled to $100M+ ARR and operates teams across Europe, North America, and APAC.
You will own the post-sale motion end-to-end for a large portfolio of law firms and corporate legal teams across Legora's North American scaled segment. This is a strategic role focused on designing and executing scaled customer success programs that drive adoption, technical health, and commercial outcomes.
Key responsibilities include:
- Design the scaled adoption playbook: tech-led onboarding, enablement, and change-management motions for how scale customers adopt Legora and transform their workflows
- Execute against the playbook by sequencing automated touchpoints and interventions from initial rollout to firm-wide adoption
- Facilitate strategic touchpoints with highest-stakes accounts while using one-to-many enablement to guide the broader portfolio
- Drive sustained value through programmatic operating cadence: templated success plans, one-to-many enablement, scaled training, and digital value reviews
- Monitor adoption and utilization signals to proactively flag risks and growth opportunities
- Own commercials end-to-end by running renewal and expansion as repeatable motions informed by portfolio hygiene, forecasting, and data utilization
- Orchestrate cross-functional engagement (Product, Legal Engineering, Engineering, Product Marketing, Support) to accelerate client success
- Translate scaled customer feedback into action by collaborating with Product, Engineering, and Product Marketing to inform roadmap and positioning
You care deeply about customer outcomes and understand that transformation at scale must be designed, automated, and measured. You're proactive, systems-minded, and comfortable making tradeoffs about where to intervene versus where to let technology work. You take pride in being the reason customers adopt, grow, and succeed.
Requirements:
- 3+ years (Manager level) or 6+ years (Senior Manager level) in scaled or digital customer success, customer operations, account management, or related field, ideally with exposure to high-growth B2B AI verticals or Legal Tech
- Demonstrated track record of designing and delivering programs that serve large customer bases
- Experience building repeatable adoption playbooks and educational programs delivered at scale across digital channels
- Track record of driving adoption, retention, and expansion with high-volume client portfolios
- Ownership of commercial numbers: carried GRR and NRR for a portfolio and run renewal/expansion as repeatable motions
- Technical fluency and systems thinking: comfortable configuring and deploying tooling (CS/CRM platforms, AI agents, LMS, data visualization platforms)
- Data fluency and metrics-driven approach to customer health, forecasting, and portfolio strategy at scale
- Exceptional program, project, and prioritization skills to manage many clients and multi-workstream initiatives concurrently
- High emotional intelligence: know when to listen, advise, and act
- Thrive in fast-paced, early-stage environments where you help build the playbook, not just follow it
