Revenue Operations & Strategy Manager - Customer Success

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

Our AI-native workspace empowers legal professionals not just to work faster - but to ask better questions, unlock new insights. Every day, we push the boundaries of legal tech to make complex processes smarter, faster, and more human. From thousands of documents analysed in minutes to intelligent workflows designed in collaboration with leading practices, we’re turning possibility into reality.

Today we are trusted by global firms like Cleary Gottlieb, Goodwin, Bird & Bird and Linklaters in over 40 countries, but we have no plans on stopping here. We ship fast, we iterate effectively, and we scale rapidly - not by accident, but by design.

When you join Legora, you become part of a team that believes "good enough" isn’t good enough and that the way to win is together, by empowering lawyers to do their best work with technology that truly understands them. If you’re excited by building from first principles, working with exceptional people, and accelerating change in a high-stakes, high-impact domain—then this is the moment and the place.

We’re hiring a GTM Operations & Strategy Manager, Customer Success to own the operating model, planning, and performance architecture of our post-sales motion.

This is a data-driven, operator role. Success requires strong fluency in data structures, metrics design, and lifecycle models. You should be comfortable thinking in entities, relationships, states, and leading indicators — not just recommendations or frameworks.

You will partner closely with CS leadership, RevOps, and Finance to ensure Customer Success runs as a predictable, scalable revenue engine.

• Design and evolve the CS operating model across:

  • Segmentation and coverage

  • Onboarding vs ongoing success vs expansion

  • Ownership boundaries across CS, Sales, and Support

• Translate strategy into explicit, operable structures (not slides)

• Define and maintain clear data models for:

  • Accounts, contracts, customers, and lifecycle stages

  • Book of business and coverage models

  • Retention, expansion, and renewal ownership

• Own metric definitions and calculation logic, including:

  • Leading vs lagging indicators

  • Reconciliation with Finance and RevOps views

• Ensure metrics are structurally sound, consistently applied, and decision-useful

• Build and maintain capacity and productivity models for CS

• Design book-of-business allocation and coverage ratios

• Own CS planning cycles and performance reviews

• Pressure-test assumptions using real data, not anecdotes

• Design the operational mechanics of renewals and expansion:

  • Commercial ownership and handoffs

  • Lifecycle triggers and engagement models

• Ensure CS activity ties directly to net revenue retention and ARR growth

• Act as the connective tissue between:

  • Customer Success

  • Sales & RevOps

  • Finance / FP&A

• Ensure CS inputs flow cleanly into forecasting, planning, and executive reporting

• Drive adoption of new processes with strong change management

You naturally:

• Think in entities, schemas, and relationships

• Ask “What’s the source of truth?” before building

• Distinguish clearly between activity, output, and outcome

• Identify leading indicators before lagging results

• Turn ambiguity into structured, operational models

You are comfortable getting into the details and making tradeoffs explicit.

• Run CS ticketing or support workflows

• Produce recommendation-only work without owning execution

• Spend most of your time in decks instead of data

• 5–8+ years in CS Ops, GTM Ops, or RevOps

• Demonstrated experience owning data models for a GTM or post-sales function

• Strong comfort with:

  • Account- and contract-level data

  • Lifecycle modeling

  • Capacity and planning models

• Ability to define clear metrics and calculation logic

• Track record of translating messy reality into operable systems

• SQL or equivalent analytical fluency

• Experience partnering closely with RevOps, Data, or Finance teams

• Exposure to complex or technical B2B products

• Startup or scale-up experience

• Prefer advisory or recommendation-only work

• Are uncomfortable working directly with data and assumptions

• Rely primarily on frameworks without operational follow-through

• Part of Global Revenue Operations & Strategy

• Works closely with Customer Success leadership

• Partners deeply with:

  • Sales Ops

  • GTM Systems & Data

  • Finance / FP&A

• CS capacity, coverage, and performance are predictable and scalable

• Retention and expansion metrics are clearly defined and trusted

• CS forecasts reconcile cleanly with Finance

• Leadership makes decisions using CS data with confidence

• Customer Success operates as a disciplined, measurable business

In-person environment: Union Square NYC office designed for ambitious builders.

Benefits & Perks: We invest in our people with a comprehensive, thoughtfully designed benefits package:
Medical, Dental & Vision

• Multiple medical plan options through Aetna and Kaiser Permanente

• HSA or Healthcare FSA (based on plan selection)

• Dental plans via MetLife

• Vision coverage through VSP Vision Care

Family Support

• Generous parental leave

• Free access to Maven Clinic

• Dependent Care FSA

• Free One Medical membership for employees and dependents

Additional Perks

• 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 through MetLife, pet savings programs, and more

Legora is an Equal Opportunity Employer

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