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Legora is an AI-native legal workspace serving 2,100+ customers across 80+ countries, including major law firms like Cleary Gottlieb, Goodwin, and Linklaters. The company has scaled to $200M+ ARR and operates teams across Europe, North America, and APAC.
You will own the post-sale engagement motion end-to-end for a large portfolio of law firms and corporate legal teams across EMEA's scaled segment. This is a strategic role focused on designing, automating, and measuring transformation at scale.
Key responsibilities:
- Improve and execute the scaled adoption playbook: tech-led onboarding, enablement, and change-management motions for how customers adopt Legora and transform their workflows
- Sequence automated touchpoints and interventions from initial rollout through firm-wide adoption, adapting to evolving client needs
- Facilitate strategic touchpoints with highest-stakes accounts while using one-to-many enablement to guide the broader portfolio toward maximum value
- 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: run 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 product and enablement action by collaborating with Product, Engineering, and Product Marketing
You are systems-minded, proactive, 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 5+ 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 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 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, hitting thresholds via data and automation
- 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; ability to manage many clients and multi-workstream initiatives concurrently
- Excellent Italian and English communication skills (written, verbal, interpersonal)
- 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
