Customer Success Systems Manager

As the Customer Success Systems Manager, you’ll own the tools and automations that power Legora’s post-sales organization: Engagement, Solutions & Delivery, and Technical Operations. You’ll administer and evolve our support and customer education systems, including Intercom, Skilljar, Claude, Notion, Clay, Sana, Granola, and build the automations and data connectivity that let those systems work together, and partner with AI Enablement to bring AI tooling into day-to-day workflows responsibly. This role reports directly to the Head of Global Services and is based in New York City.

Responsibilities

Own the tools and automations that power Legora’s post-sales organization: Engagement, Solutions & Delivery, and Technical Operations; Own day-to-day administration of Intercom, Skilljar, Claude, Notion, Clay, Sana, and Granola, including configuration, implementation, user management, and data integrity; Serve as the point of contact for tool-related issues escalated from the Post-Sales organization; Monitor system performance and reliability, and coordinate resolution of complex issues with vendors and internal IT; Design and maintain automations and data connectivity across the post-sales tool stack, reducing manual handoffs between systems; Partner with AI Enablement on configuration, training, and ongoing governance of AI tools embedded in support and services workflows; Train and document best practices for post-sales teams, and act as the internal expert for the systems you own; Partner with IT, Data, and Product teams on integrations and systems requirements across the post-sales stack

Requirements

Hands-on systems administration experience with support or customer success tooling (Intercom, Zendesk, Clay, Gainsight, or similar); You’ve run a tool rollout or migration end to end, from kickoff through adoption, including timelines and stakeholder coordination; Comfortable moving between hands-on configuration work and the automation/process design that reduces it over time; Roughly 4–6 years of relevant experience in systems administration, support operations, or CS operations, ideally in B2B SaaS

Nice to have

Experience with our stack is a strong plus, in order of relevance: Intercom, Skilljar, Claude, Notion, Clay, Sana, Granola; Salesforce or other CRM experience is a nice-to-have, not a requirement

Benefits

Multiple medical plan options through Aetna and Kaiser Permanente; HSA or Healthcare FSA (based on plan selection); Dental plans via MetLife; Vision plans via Vision Care; 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 + STD/LTD; 401(K) with generous company match; Unlimited PTO; Robust voluntary benefits, including identity protection (via Aura), legal coverage via MetLife, pet savings programs, and more; Company-provided lunch daily