Senior Customer Success Manager

Legora; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

A leading company in legal technology is seeking a Customer Success Manager in NYC to help build their North American presence. This role emphasizes deep client engagement, onboarding, and strategic partnership with law firms, requiring a strong background in B2B SaaS and excellent communication skills. The ideal candidate will drive customer satisfaction and retention while collaborating closely with various teams to translate client feedback into actionable improvements.

Benefits

Competitive salary

High-upside equity

Exposure to product and commercial strategy

Qualifications

• 7-10 years of Customer Success, Account Management, or AE experience in B2B SaaS.
• Experience in legal technology is a plus.
• High EQ and commercial instinct.

Responsibilities

• Serve as the face of Legora for North American clients, guiding them through onboarding.
• Lead client onboarding and implementation, ensuring adoption and renewal.
• Monitor client health and mitigate churn risks.

Skills

Customer retention

Project Management

Communication

Commercial acumen

Job description

About Legora

Legora is the world’s first truly collaborative AI for lawyers. Our platform is embedded in the daily workflows of thousands of legal professionals across nearly 20 countries, serving over 250 clients. By helping lawyers work more efficiently and accurately, we enable them to focus on high-impact, strategic work.

With offices in New York, London, and Stockholm, Legora is on a mission to empower exceptional lawyers by unleashing their expertise. We move fast, innovate constantly, and build with and for our users.

But we’re just getting started — new features, new territories, and most importantly, new clients. That’s 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 and thoughtful Customer Success Manager with a demonstrated commercial record to join our small but growing North American team. This is a rare opportunity to be part of the early team on the ground in NYC, helping build our North American presence from the ground up.

As one of the first hires in this region, you’ll have outsized impact - shaping not just customer outcomes but also the structure and strategy of our Customer Success and Engagement functions as we scale. This is a hands-on role for someone who thrives on building deep client relationships, delivering value fast, and acting as a strategic partner to top-tier law firms and in-house legal teams throughout the customer journey.

You’ll work closely with new and existing clients to ensure seamless onboarding, long-term success, and continued discovery of the value Legora’s next-gen AI can unlock.

What You’ll Do

• Serve as the face of Legora for our largest North American clients post-sale - guiding them from onboarding through adoption, expansion, and renewal

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

• Lead client onboarding and implementation, setting a solid foundation from day one

• Drive product adoption through structured enablement, success planning, and regular check-ins
  

• Act as a strategic advisor, helping legal teams align Legora to their goals and uncover new use cases, working closely with our Legal Engineering team.

• Identify and close expansion opportunities, managing commercial conversations including renewals and upsells

• Monitor client health and proactively mitigate churn risks, while becoming a power user of our customer success tech stack.

• Lead programming to cultivate a strong customer community through user networks and forums.

• Collaborate with Product, Engineering, and Marketing to translate client feedback into product insights.

• Help design and evolve our Customer Success playbook - your input will be vital in shaping how we operate in the US and beyond. We are just getting started on this and your input will not only be appreciated but expected.
  
  

What You Bring

• 7-10 years of Customer Success, Account Management, or full-cycle AE experience in B2B SaaS

• Legal background and/or experience in Legal Technology is a plus

• A proven track record of driving customer retention, satisfaction, and expansion

• A hunter mindset and commercial acumen; you’re comfortable identifying and owning growth opportunities

• Experience working with legal, compliance, or other regulated industries (or fast learners who thrive in complex environments)

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

• Strong onboarding and project management skills

• Excellent communication abilities, with comfort handling both strategic and hands-on conversations

• A desire to be part of an early-stage, fast-paced team - building the processes, not just following them

• Comfortable with metrics - driven by data, customer health, and outcomes over process.

• A NYC-based role with5 day in-office collaboration - we believe in the power of building together, in person
  
  

What We Offer

At Legora, you’ll join a rapidly scaling team working on meaningful, industry-changing challenges. As a founding Customer Success hire in NYC, your work will be visible, impactful, and closely connected to our growth in the US. You'll collaborate closely with leadership, gain exposure to product and commercial strategy, and have a real say in how we shape the customer experience.

We offer a competitive salary, high-upside equity, and the opportunity to help write the playbook for legal AI.