Customer Success Manager (m/f/d) @ Legora

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

Our client, Legora is the world’s 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 high-impact, 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.

This is a hands-on 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. You’ll 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.

You’ll be the face of Legora for our clients post-sale - 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 check-ins, 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 - we’re building this machine together.We are just getting started on this and your input will not only be appreciated but expected.

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

• 5–7 years of Customer Success, Account Management, or related experience in a high-growth 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 high-level conversations with legal leaders and roll up your sleeves with hands-on teams.
• High EQ and commercial instinct, meaning you know when to listen, when to advise, and when to act.
• A love of fast-paced, early-stage environments where you help build the playbook, not just follow it.
• Comfortable with metrics - driven by data, customer health, and outcomes over process.

At Legora, you’ll have the chance to build long-term, strategic relationships with some of the world’s leading law firms - working on truly impactful problems from day one. You’ll be part of a fast-scaling, 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. You’ll collaborate with senior leadership and cross-functional teams, helping shape not just customer outcomes but how they engage and support legal professionals across the globe. They offer a competitive salary, a high-upside 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 didn't build Legora for how law is practiced today; they built it for how it should be practiced tomorrow.