Customer Success Manager at Legora

ABOUT US Legora is on a mission: to redefine how legal work gets done. From the very start we have been very clear about the fact that we are not building a solution for lawyers, we are building it with them, because it is the only way to make sure it gets done the right way; working side-by-side every step of the way. Our AI-native workspace empowers legal professionals not just to work faster - but to ask better questions, unlock new insights. Every day, we push the boundaries of legal tech to make complex processes smarter, faster, and more human. From thousands of documents analysed in minutes to intelligent workflows designed in collaboration with leading practices, we’re turning possibility into reality. Today we are trusted by global firms like Cleary Gottlieb, Goodwin, Bird & Bird and Linklaters in over 40 countries, but we have no plans on stopping here. We ship fast, we iterate effectively, and we scale rapidly - not by accident, but by design. When you join Legora, you become part of a team that believes "good enough" isn’t good enough and that the way to win is together, by empowering lawyers to do their best work with technology that truly understands them. If you’re excited by building from first principles, working with exceptional people, and accelerating change in a high-stakes, high-impact domain—then this is the moment and the place. WE’RE NOT JUST SHAPING THE FUTURE OF LEGAL TECH — WE’RE DEFINING IT. READY TO JOIN US IN BUILDING THE INTELLIGENT FUTURE OF LAW? WHAT YOU’LL DO - Serve as the face of Legora for a portfolio of law firms and/or in-house legal teams post-sale, owning relationships from onboarding through adoption, expansion, and renewal. - Lead complex rollouts in close partnership with Legal Engineers, establishing a strong foundation for long-term adoption and measurable customer outcomes from day one. - Drive sustained product adoption through structured enablement programs, tailored success plans, regular engagement, and proactive usage optimization. - Act as a trusted strategic advisor to legal and operational leaders, aligning Legora to client goals, uncovering new use cases, and helping teams re-imagine how legal work gets done. - Identify commercial opportunities, partnering cross-functionally to close renewals and expansion. - Monitor customer health using metrics to proactively mitigate churn risk and drive retention. - Collaborate closely with Product, Engineering, Legal Engineering, and Marketing to translate client feedback into actionable insights that shape our roadmap, messaging, and go-to-market strategy. - Design, refine, and operationalize Legora’s Customer Success playbook for scale – we’re building this machine together. We’re just getting started and your input and execution will not only be appreciated but also expected. WHAT YOU BRING - 5+ years in a management consulting or similar client advisory role, a customer-facing role in B2B SaaS, or within the Legal field (Innovation, Knowledge Management, Associate). - A proven track record of driving customer retention, satisfaction, and expansion. - Exceptional change management, project management, and stakeholder management skills. - Exposure to legal tech, legal operations, or regulated industries is a plus; curiosity and the ability to learn complex environments quickly is essential. - High EQ and commercial instinct, meaning you know when to listen, when to advise, and when to act. - Excellent communication skills: written, verbal, and interpersonal. You can manage high-level conversations with legal leaders and roll up your sleeves with hands-on teams. - A love of fast-paced, early-stage environments where you help build the playbook, not just follow it. - Comfortable with metrics - driven by data, customer health, and outcomes over process. - A passion for in-office collaboration – we are in-office 5 days per week in our beautiful Union Square HQ, building together. WHAT'S IN IT FOR YOU - Competitive package: Comprehensive salary, benefits, and tools for success. - Meaningful work: Your efforts shape how thousands of lawyers use AI daily. - In-person environment: New York City, Chicago, Denver, and Houston office designed for ambitious builders. - Benefits & Perks: We invest in our people with a comprehensive, thoughtfully designed benefits package: Medical, Dental & Vision - Multiple medical plan options through Aetna and Kaiser Permanente - HSA or Healthcare FSA (based on plan selection) - Dental plans via MetLife - Vision coverage through VSP Vision Care Family Support - Generous parental leave - Free access to Maven Clinic - Dependent Care FSA - Free One Medical membership for employees and dependents Additional Perks - Pre-tax commuter benefits - Life Insurance + STD/LTD - 401(K) with generous company match - Unlimited PTO - Robust voluntary benefits, including identity protection (via Aura), legal coverage through MetLife, pet savings programs, and more Legora is an Equal Opportunity Employer At Legora, we believe great teams are built on diversity of thought and experience. We’re proud to be an equal opportunity employer and committed to creating an inclusive, high-performance culture where everyone can do their best work. We welcome people of all backgrounds and don’t discriminate based on race, color, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law.