Customer Success Manager mfd Legora

We are DONE!Berlin an international consulting company that specializes in helping fastgrowing companies of all sizes navigate the everchanging world of work. Among other things we help our clients attract the best talent for their company.

Our client Legora is the worlds first truly collaborative AI for lawyers. The platform is embedded in thousands of lawyers everyday life in nearly 20 countries by over 250 clients helping them work more efficiently accurately and focus on highimpact strategic work.

With offices in New York London and Stockholm they are on a mission to empower exceptional lawyers by unleashing their expertise. Our team of product builders and lawyers ship fast and innovate with our users and clients.

Tasks

This is a handson role for someone who knows how to build deep client relationships deliver real value fast and act as a trusted advisor throughout the customer journey. Youll work closely with new and existing clients to ensure they are onboarded smoothly supported effectively and continually discovering new ways to unlock value with next generation of AI and our platform.

Youll be the face of Legora for our clients postsale guiding them from onboarding through adoption expansion and renewal. Specifically you will:

• Own the customer journey for a growing book of highly intellectual clients leading law firms and legal teams across Europe and beyond.
• Lead onboarding and implementation ensuring clients are set up for success from day one.
• Proactively drive product adoption and usage through structured enablement regular checkins and tailored success plans.
• Act as a strategic advisor: understanding client goals uncovering new use cases and helping teams realize maximum value.
• Identify expansion opportunities and partner with the Sales team on upsell motions.
• Monitor customer health metrics and take initiative to reduce churn risk and drive retention.
• Closely collaborate with Product Engineering and Marketing to translate client feedback into actionable insights.
• Help build and refine our Customer Success playbook were building this machine are just getting started on this and your input will not only be appreciated but expected.

Requirements

You care deeply about customer outcomes and you know that successful adoption doesnt just happen. Youre proactive strategic and deeply comfortable working with demanding clients. You take pride in being the reason customers stay grow and succeed.

• 57 years of Customer Success Account Management or related experience in a highgrowth B2B SaaS environment.
• A track record of driving customer retention expansion and satisfaction.
• Experience working with legal compliance or other regulated/complex industries and clients or just ridiculously good at learning as you go.
• Strong project management and onboarding experience; you keep things moving and your clients confident.
• Excellent communication skills; written verbal and interpersonal. You can manage highlevel conversations with legal leaders and roll up your sleeves with handson teams.
• High EQ and commercial instinct meaning you know when to listen when to advise and when to act.
• A love of fastpaced earlystage environments where you help build the playbook not just follow it.
• Comfortable with metrics driven by data customer health and outcomes over process.

Benefits

At Legora youll have the chance to build longterm strategic relationships with some of the worlds leading law firms working on truly impactful problems from day one. Youll be part of a fastscaling entrepreneurial environment where your ideas matter and your growth is a priority. As an early member of the Customer Success team your work will be visible meaningful and closely connected to both their clients and their product evolution. Youll collaborate with senior leadership and crossfunctional teams helping shape not just customer outcomes but how they engage and support legal professionals across the globe. They offer a competitive salary a highupside equity program and full support for relocation to our centrally located Stockholm office designed for focus energy and great collaboration.

They founded Legora with the vision of giving lawyers the tools they deserve. They didnt build Legora for how law is practiced today; they built it for how it should be practiced tomorrow.