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Legora is an AI-native legal workspace trusted by 1,000+ customers including top-tier law firms (Cleary Gottlieb, Goodwin, Linklaters, White & Case, Dentons) and enterprises like Barclays. The company has scaled to $100M+ ARR and operates across Europe, North America, and APAC.
This is the most senior Technical Account Manager role, owning the technical health and escalation outcomes for Legora's Strategic Accounts. You serve as the primary point of escalation and continuity for the largest, most complex clients—where trust is paramount, matters run to fixed dates, and data is privileged.
Key responsibilities include:
- Own the relationship: Hold technical health and escalation outcomes for Strategic Accounts, read adoption signals, and get ahead of risk.
- Lead in a crisis: Act as incident lead on Sev1/Sev2 events, owning coordination, customer communication, and resolution path. Drive post-incident reviews as trust-building artifacts and product feedback loops.
- Set the standard: Define escalation criteria, account-health models, and cross-team interfaces. Build mechanisms that make the team consistent and not dependent on individual heroics.
- Own the Technical Blueprint: Maintain the single source of truth for each account—data setup, integrations, security, legal considerations, and workflow context. Ensure nothing is lost in handoffs.
- Drive adoption and enablement: Run technical reviews and enablement sessions that deepen product usage and keep customers current.
- Partner proactively: Work with Engagement Managers on Quarterly Business Reviews tying technical health to business outcomes.
- Coordinate escalations: Align Platform Consultants and Technical Platform Experts around a single resolution path, holding customer-facing ownership.
- Stay close to the signal: Own the highest-stakes cases in the L2 queue for assigned Strategic Accounts.
You bring:
- Proven track record owning strategic, high-value B2B accounts and keeping clients confident during crises.
- Experience leading incident response or major escalations under pressure, start to finish.
- Ability to communicate with executives as clearly as with engineers: confirmed facts, explicit trade-offs, named owners, no speculation.
- Framework-building mindset; you raise the bar for everyone around you.
- Background in legal AI, legal tech, or regulated professional-services domain is a strong plus.
The role offers global collaboration with teams and clients across regions, meaningful work shaping how leading legal teams adopt AI, competitive compensation, and an in-person environment built for ambitious builders.
