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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 continues expanding through acquisitions and organic growth.
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 care deeply about customer outcomes and understand that transformation at scale requires design, automation, and measurement. You're proactive, systems-minded, and comfortable making tradeoffs about where to intervene versus letting 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 managing multiple concurrent clients and multi-workstream initiatives
- Excellent Spanish 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
