Senior Customer Success Manager - UK

Legora; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a proactive Customer Success Manager to help leading law firms adopt and succeed with their collaborative AI platform. This role focuses on building deep client relationships, ensuring smooth onboarding, and driving product adoption. You'll collaborate closely with clients to maximize their value from the platform, while also shaping the Customer Success function from the ground up. Join a fast-paced environment where your contributions will be impactful and your professional growth is prioritized.

Benefits

Competitive salary

High-upside equity program

In-person collaboration

Opportunity for growth and visibility

Qualifications

• 10+ years in Customer Success or Account Management in B2B SaaS.
• Experience with legal or regulated industries is a plus.

Responsibilities

• Guide clients through onboarding and ensure successful adoption.
• Act as a strategic advisor to uncover new use cases and drive expansion.

Skills

Customer Success Management

Account Management

Project Management

Communication Skills

Commercial Negotiation

Data-Driven Decision Making

Education

Bachelor's Degree

Job description

About Legora

Legora is the world’s first truly collaborative AI for lawyers. The platform is embedded in thousands of lawyers’ everyday life in nearly 20 countries by over 250 clients, helping them work more efficiently, accurately, and focus on high-impact, strategic work.

With offices in New York, London and Stockholm, we are on a mission to empower exceptional lawyers by unleashing their expertise. Our team of product builders and lawyers ship fast and innovate - with our users and clients.

But we are not stopping here, new features, new territories and most importantly; New clients. That is hopefully where you come in.

About the Role

The way legal work gets done is changing - and Customer Success is at the heart of that transformation. We’re looking for an experienced, thoughtful Customer Success Manager with a demonstrated commercial record to join our growing team in Stockholm and help drive how the world’s top law firms adopt, scale, and succeed with Legora.

This is a hands-on role for someone who knows how to build deep client relationships, deliver real value fast, and act as a trusted advisor throughout the customer journey, while being comfortable owning/leading commercial conversations. You’ll work closely with new and existing clients to ensure they are onboarded smoothly, supported effectively, and continually discovering new ways to unlock value with next generation of AI and our platform.

You’ll also be a founding pillar in a critical function, helping shape how we scale Customer Success at Legora from the ground up.

What you’ll do

You’ll be the face of Legora for our clients post-sale - guiding them from onboarding through adoption, expansion, and renewal. Specifically, you will:

• Work with our largest clients having no more than 1 to 3 accounts in your name. You will own the global adoption of Legora and will spend a lot of time in our client offices across the world.

• Own the customer journey for a growing book of highly intellectual clients - leading law firms and legal teams across the UK and beyond.
  

• Lead onboarding and implementation, ensuring clients are set up for success from day one.
  

• Proactively drive product adoption and usage through structured enablement, regular check-ins, and tailored success plans.
  

• Act as a strategic advisor: understanding client goals, uncovering new use cases, and helping teams realize maximum value.
  

• Identify expansion opportunities and then own the commercial negotiation, taking responsibility for renewals and upsells.
  

• Monitor customer health metrics and take initiative to reduce churn risk and drive retention.
  

• Closely collaborate with Product, Engineering, and Marketing to translate client feedback into actionable insights.
  

• Help build and refine our Customer Success playbook - we’re building this machine together. We are just getting started on this and your input will not only be appreciated but expected.
  
  

What you bring

You care deeply about customer outcomes - and you know that successful adoption doesn’t just happen. You’re proactive, strategic, and deeply comfortable working with demanding clients. You take pride in being the reason customers stay, grow, and succeed. You enjoy the challenge of multithreading in order to expand the account.

We’re looking for:

• 10+ years of Customer Success, Account Management, or related experience in a high-growth B2B SaaS environment. Account Executives with experience owning full sales cycles will also be considered.
  

• A track record of driving customer retention, expansion, and satisfaction within the Enterprise space.

• A hunter mentality. Someone who is comfortable going out, finding and closing commercial opportunities.
  

• Experience working with legal, compliance, or other regulated/complex industries and clients - or just ridiculously good at learning as you go.
  

• Strong project management and onboarding experience; you keep things moving and your clients confident.
  

• 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.
  

• High EQ and commercial instinct, meaning you know when to listen, when to advise, and when to act.
  

• 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.

• Someone who enjoys being in the office 5 days a week. A key component of Legora’s success has been in-person collaboration and we want you to be part of that.
  
  

What we offer
At Legora, you’ll have the chance to build long-term, strategic relationships with some of the world’s leading law firms - working on truly impactful problems from day one. You’ll be part of a fast-scaling, entrepreneurial environment where your ideas matter and your growth is a priority. As an early member of the Customer Success team, your work will be visible, meaningful, and closely connected to both our clients and our product evolution. You’ll collaborate with senior leadership and cross-functional teams, helping shape not just customer outcomes but how we engage and support legal professionals across the globe. We offer a competitive salary and a high-upside equity program.