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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.
This is the most senior technical account management role, serving as the trusted advisor for Legora's Strategic Accounts. You will own the technical health and escalation outcomes for the company's largest and most complex client relationships, acting as the primary point of escalation and continuity.
Key responsibilities include:
- Own the relationship: Hold technical health for Strategic Accounts, read adoption signals, and get ahead of risk before it becomes a problem.
- Lead in a crisis: Act as incident lead for Sev1 and Sev2 events, owning coordination, customer communication, and resolution path. Drive post-incident reviews as trust-building 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 on the platform.
- Partner proactively: Work with Engagement Managers on Quarterly Business Reviews that tie 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 and serve as the escalation point before issues reach the Technical Platform Expert.
You bring strategic B2B account ownership experience, proven incident response leadership under pressure, and the ability to communicate clearly with both executives and engineers. A background in legal AI, legal tech, or regulated professional services is a strong plus. You build frameworks rather than workarounds and raise the bar for everyone around you.
