legora - Engagement Manager SMB
Requirements
• You care deeply about customer outcomes and you know that transformation at scale has to be designed, automated and measured. You're proactive, systems-minded and comfortable making tradeoffs about where to intervene and where to let technology do the work. You take pride in being the reason customers adopt, grow and succeed. • We’re looking for: • A scaled customer success, renewal management, or customer education background, with a demonstrated track record of designing and delivering programs that serve large customer bases. • Experience building repeatable adoption playbooks and educational programs and delivering them at scale across digital channels. • 3+ years for Manager, 5+ years for Senior Manager, in scaled or digital customer success, customer operations, account management, or a related field, ideally with exposure to high-growth B2B AI verticals or Legal Tech. Leveling will depend on specific experience and fit for the segment. • A track record of driving adoption, retention and expansion with a high-volume portfolio of clients. • Ownership of a commercial number: you have carried GRR and NRR for a portfolio and run renewal and expansion yourself as repeatable motions, hitting the thresholds by leveraging data and automation. • Technical fluency and systems thinking: you're comfortable configuring and deploying tooling (CS and CRM platforms, AI agents, LMS, data visualization platforms) to deliver outcomes. • Data fluency and a metrics-driven approach to customer health, forecasting and portfolio strategy at scale. • Exceptional program, project and prioritization skills; you keep many clients and multi-workstream initiatives moving concurrently. • Excellent Arabic and English communication skills — written, verbal, and interpersonal. • High EQ: 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.
Responsibilities
• You'll own the post-sale motion end-to-end for a large portfolio of law firms and corporate legal teams across our EMEA scaled portfolio. Specifically, you will: • Improve the scaled adoption playbook: the tech-led onboarding, enablement, and change-management motions and target outcomes for how our scale customers adopt Legora and transform the way they work. • Execute against that playbook, sequencing automated touchpoints and interventions from initial rollout to firm-wide adoption and adapting as the client's needs and Legora's capabilities evolve. • Facilitate strategic touchpoints with your highest stakes accounts, while using one-to-many enablement to surface high-impact opportunities and guide the rest of the portfolio toward maximum value from Legora. • Drive sustained value through a programmatic operating cadence: templated success plans, one-to-many enablement, scaled training and digital value reviews. • Manage the health of the portfolio by monitoring adoption and utilization signals in our internal systems to proactively flag and act on risks and growth opportunities. • Own the commercials for the scaled program end-to-end by running renewal and expansion as repeatable motions informed by exquisite portfolio hygiene, forecasting, and data utilization. • Orchestrate engagement across cross-functional teams (Product, Legal Engineering, Engineering, Product Marketing, Support) to accelerate client success, maintaining end-to-end portfolio context and coordination. • Translate scaled customer feedback into action by collaborating closely with Product, Engineering, and Product Marketing to inform roadmap, positioning, and enablement, and to represent the voice of the scaled segment.
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