Customer Success Manager

Customer Success Manager – UK

Legora is on a mission: to redefine how legal work gets done. From the very start we have been very clear that we are not building a solution for lawyers; we are building it with them, ensuring it is done the right way by working side‑by‑side every step of the way.

Our AI‑native workspace empowers legal professionals to work faster, ask better questions, and unlock new insights. Every day we push the boundaries of legal tech to make complex processes smarter, faster, and more human. We are trusted by global firms such as Cleary Gottlieb, Goodwin, Bird & Bird, and Linklaters in over 40 countries. We ship fast, iterate effectively, and scale rapidly – by design.

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 London and help the world’s top law firms adopt, scale, and succeed with Legora.

In this hands‑on role you will build deep client relationships, deliver real value quickly, and act as a trusted advisor throughout the customer journey. You will lead adoption and growth initiatives, work closely with new and existing clients, and help them discover new ways to unlock value from our platform.

Responsibilities

• Handle a small book of major law firms and corporates, owning global adoption and spending time in client offices worldwide.
• Own the customer journey for a growing book of highly intellectual clients, including leading law firms, in‑house legal teams, and tax advisors across the UK/Ireland and beyond.
• Lead onboarding and implementation alongside Legal Engineers, setting clients up for success from day one.
• Drive product adoption and usage through structured enablement, regular check‑ins, and tailored success plans.
• Act as a strategic advisor by understanding client goals, uncovering new use cases, and helping teams realize maximum value.
• Identify expansion opportunities and lead adoption initiatives that realize these opportunities.
• Monitor customer health metrics, proactively reducing churn risk and driving retention.
• Collaborate closely with Product, Engineering, and Marketing to translate client feedback into actionable insights.
• Help build and refine our Customer Success playbook, contributing ideas and exerting ownership over its development.

What You’ll Bring

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

Qualifications

• 5+ years of Customer Success, Account Management, or related experience in a high‑growth B2B SaaS environment or within the Legal Tech space.
• Track record of driving customer retention, expansion, and satisfaction within the Enterprise space.
• A hunter mentality, comfortable going out and finding growth opportunities.
• Experience working with legal, compliance, or other regulated/complex industries and clients – or the ability to learn quickly.
• Strong project management and onboarding experience, keeping things moving and clients confident.
• Excellent communication skills; written, verbal, and interpersonal. Ability to manage high‑level conversations with legal leaders and roll up sleeves with hands‑on teams.
• High emotional intelligence and commercial instinct, knowing when to listen, advise, and act.
• Love of fast‑paced, early‑stage environments where you help build the playbook rather than just follow it.
• Comfortable with metrics – driven by data, customer health, and outcomes over process.
• Person who enjoys being in the office five days a week, recognising the value of in‑person collaboration.

Equal Opportunity Employer

Legora is an equal opportunity employer. We believe great teams are built on diversity of thought and experience. We are proud to be an inclusive, high‑performance culture where everyone can do their best work. We welcome people of all backgrounds and do not discriminate based on race, colour, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law.