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Legora is an AI-native legal workspace trusted by 1,000+ customers across 50+ countries, including top-tier law firms like Cleary Gottlieb, Goodwin, and Linklaters. The company has scaled to $100M+ ARR and operates globally across Europe, North America, and APAC.
As Principal Platform Advisor, you will serve as the most senior technical advisor for Legora's largest and most complex client relationships. This is a high-trust, high-stakes role where you act as the primary escalation point and technical steward for strategic accounts in a regulated, mission-critical domain.
Key Responsibilities:
- Own the technical health and escalation outcomes for Strategic Accounts, serving as the primary point of escalation and continuity. Monitor usage and adoption signals to identify and mitigate risk before it impacts the customer.
- Lead Sev1 and Sev2 incident response as incident commander, owning coordination, customer communication, and resolution path. Drive post-incident reviews as trust-building artifacts and product feedback loops.
- Define and own the escalation criteria, account-health model, and cross-team interfaces that the function operates on. Build mechanisms that ensure consistency and reduce dependency on individual heroics.
- Maintain the single source of truth for each assigned account, including data setup, integrations, security and legal considerations, and workflow context. Ensure technical context flows seamlessly from implementation into the live relationship.
- Run technical reviews and enablement sessions that deepen product usage, unlock new value, and keep customers current on the platform.
- Partner with Engagement Managers on Quarterly Business Reviews that connect technical health to business outcomes.
- Coordinate escalations between Platform Consultants and the Technical Platform Expert, holding customer-facing ownership while technical root cause is driven in parallel.
- Own the highest-stakes cases in the L2 queue for assigned Strategic Accounts, serving as the escalation point for Platform Consultants before issues reach the Technical Platform Expert.
Requirements:
- Proven track record owning strategic, high-value B2B accounts and maintaining client confidence during crises.
- Demonstrated experience leading incident response or major escalations under pressure, from start to finish.
- Ability to communicate with executives as clearly as with engineers: confirmed facts, explicit trade-offs, named owners, no speculation presented as certainty.
- Strong framework-building mindset; you raise the bar for everyone around you and solve problems systematically rather than with workarounds.
- Background in legal AI, legal tech, or a regulated professional-services domain is a strong plus.
