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Legora is an AI-native legal workspace trusted by 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.
This Field Enablement Manager role sits within Customer Success and focuses on building, scaling, and operationalizing CS programs that drive customer adoption, retention, and expansion.
Key responsibilities:
**Build & Scale Customer Success Programs**: Design and execute certification-based programs spanning onboarding, everboarding, product mastery, AI/LLM fluency, customer engagement workflows, and core CS motions (adoption, value delivery, renewal, expansion). Build processes that standardize how Customer Success contributes to product releases, customer delivery, and GTM strategy.
**Partner Cross-Functionally**: Work closely with CS leadership to diagnose gaps and build repeatable systems. Serve as connective tissue between Product, Engineering, Sales, Legal Engineering, Support, and Product Marketing to ensure alignment across all programs.
**Operationalize CS Function**: Create frameworks, documentation, and workflows that scale how CSMs manage accounts, collaborate cross-functionally, and deliver structured customer insights into product development. Build mechanisms ensuring CSMs are consistently prepared for new product capabilities and evolving customer needs.
**Drive High-Impact Moments**: Lead program strategy and execution for product launches, CS summits, release cycles, and strategic customer initiatives. Ensure the CS team shows up with clarity, consistency, and excellence during key company milestones.
The ideal candidate is a systems thinker and builder who has translated complex workflows into scalable programs. You'll need strong executive presence to partner with senior leadership and EQ to collaborate across technical and GTM teams.
**Requirements:**
- 5+ years of experience in post-sales or customer-facing roles (Customer Success, Account Management, Customer Operations, or Management Consulting)
- Proven experience in a customer-facing role with ability to translate complex workflows into scalable systems
- Experience enabling high-performing teams in high-growth B2B SaaS or enabling customer adoption of transformative technology
- Strong systems-thinking and ability to transform ambiguity into structured, scalable programs
- Exceptional communication skills with executive presence and EQ for cross-functional collaboration
- Proven track record designing programs that drive measurable outcomes
**Bonus qualifications:**
- Direct experience with AI-powered customer workflows or technical SaaS products
- Experience building certification-based CS or technical training programs
- Track record scaling programs across multiple geographies or globally distributed teams
