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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) and enterprises like Barclays. The company has scaled to $100M+ ARR with teams across Europe, North America, and APAC.
This is the most senior technical account management role, serving as the primary escalation point and technical advisor for Legora's Strategic Accounts. You will own the technical health and relationship continuity for the company's largest, most complex clients—firms where matters run to fixed dates, data is privileged, and expectations for care are exceptionally high.
Key responsibilities include:
- Own the relationship: Serve as primary escalation point for Strategic Accounts, monitor usage and adoption signals, and proactively manage technical health and risk.
- Lead in a crisis: Act as incident lead for Sev1 and Sev2 events, coordinate customer communication, drive resolution, and conduct post-incident reviews that build trust and feed product insights.
- Set the standard: Define escalation criteria, account-health models, and cross-team interfaces. Build repeatable frameworks that reduce dependency on individual heroics.
- Own the Technical Blueprint: Maintain the authoritative technical record for each account—data setup, integrations, security, legal considerations, and workflow context—ensuring continuity from implementation through the live relationship.
- Drive adoption and enablement: Run technical reviews and enablement sessions to deepen product usage, unlock new value, and keep customers current.
- Partner proactively: Collaborate with Engagement Managers on Quarterly Business Reviews that connect technical health to business outcomes.
- Coordinate escalations: Align Platform Consultants and Technical Platform Experts around a single resolution path while maintaining customer-facing ownership.
- Stay close to the signal: Own high-stakes cases in the L2 queue for assigned accounts and serve as the escalation point before issues reach the Technical Platform Expert.
You bring:
- Proven track record owning strategic, high-value B2B accounts and maintaining client confidence during crises.
- Experience leading incident response or major escalations under pressure, from start to finish.
- Ability to communicate with executives and engineers with equal clarity: confirmed facts, explicit trade-offs, named owners, no speculation.
- A framework-building mindset that raises the bar for the entire team.
- Background in legal AI, legal tech, or regulated professional-services domains is a strong plus.
This role offers global collaboration across regions and legal markets, meaningful work shaping how leading legal teams adopt AI, and an in-person environment built for ambitious builders.
