Engagement Manager - Scaled Accounts

Legora is redefining how legal work gets done with an AI-native workspace for legal professionals. The Engagement Manager will help a large portfolio of law firms and corporate legal teams fundamentally change the way they work with Legora, driving adoption, technical health and commercial outcomes end-to-end by leveraging systems and technology while reserving high-touch interactions for the most impactful moments.

Responsibilities

Own the post-sale motion end-to-end for a large portfolio of law firms and corporate legal teams across the North American scaled portfolio; Design the scaled adoption playbook, including tech-led onboarding, enablement, and change-management motions and target outcomes; Execute against that playbook by sequencing automated touchpoints and interventions from initial rollout to firm-wide adoption; Facilitate strategic touchpoints with the highest stakes accounts while using one-to-many enablement for the rest of the portfolio; Drive sustained value through a programmatic operating cadence, including templated success plans, one-to-many enablement, scaled training and digital value reviews; Manage portfolio health by monitoring adoption and utilization signals to proactively flag and act on risks and growth opportunities; Own the commercials for the scaled program end-to-end, running renewal and expansion as repeatable motions informed by portfolio hygiene, forecasting, and data utilization; Orchestrate engagement across cross-functional teams (Product, Legal Engineering, Engineering, Product Marketing, Support); Translate scaled customer feedback into action by collaborating with Product, Engineering, and Product Marketing

Requirements

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, 6+ years for Senior Manager, in scaled or digital customer success, customer operations, account management, or a related field; A track record of driving adoption, retention and expansion with a high-volume portfolio of clients; Ownership of a commercial number, including carrying GRR and NRR for a portfolio and running renewal and expansion as repeatable motions; Technical fluency and systems thinking, including configuring and deploying tooling (CS and CRM platforms, AI agents, LMS, data visualization platforms); Data fluency and a metrics-driven approach to customer health, forecasting and portfolio strategy at scale; Exceptional program, project and prioritization skills; High EQ; A love of fast-paced, early-stage environments

Nice to have

Ideally with exposure to high-growth B2B AI verticals or Legal Tech

Benefits

Global collaboration with teams and clients across Europe, APAC, and North America; Competitive package with comprehensive salary, benefits, and tools for success; In-person San Francisco office with company-provided lunch daily; Medical, dental and vision plans through multiple providers; HSA or Healthcare FSA; Generous parental leave; Free access to Maven Clinic; Dependent Care FSA; Free One Medical membership for employees and dependents; Pre-tax commuter benefits; Life Insurance and STD/LTD; 401(K) with generous company match; Unlimited PTO; Voluntary benefits including identity protection, legal coverage, and pet savings programs