Customer Success (Engagement) Associate - NYC

Legora AB • New York, NY

6h • Onsite

About The Position

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 not just shaping the future of legal tech — we’re defining it. Ready to join us in building the intelligent future of law?

Requirements

• 2+ years of professional experience in either a law firm or legal environment (i.e. paralegal, legal assistant, knowledge team), or a customer-facing role in a B2B SaaS or technology company.
• Experience working directly with clients, building relationships, and supporting outcomes in fast-paced, professional settings.
• Strong organizational and project management skills, with the ability to manage multiple client relationships and priorities concurrently.
• Clear, confident communication skills – comfortable explaining concepts, running client calls, and supporting both senior and hands-on stakeholders.
• A proactive, detail-oriented mindset with a strong sense of ownership and follow-through.
• Curiosity and the ability to learn complex products, workflows, and industries quickly.
• A collaborative working style - you enjoy partnering with others and contributing to shared goals.
• Comfort working with metrics and tools to understand customer health, engagement, and outcomes.
• A growth mindset and interest in developing toward more senior client ownership over time.
• A passion for in-office collaboration – we are in-office 5 days per week in our beautiful Union Square HQ, building together.

Responsibilities

• Own and manage a portfolio of SMB clients post-sale, serving as their primary point of contact and ensuring strong adoption, engagement, and satisfaction.
• Support Senior Customer Success Managers on Enterprise and Strategic accounts, assisting with onboarding, enablement, rollout coordination, and ongoing client support.
• Lead SMB client onboarding and implementation with a high-tech / low-touch approach, delivering an efficient launch experience that sets clients up for long-term success.
• Run product enablement sessions across the portfolio to drive consistent usage and measurable value for clients.
• Diagnose client challenges, surface risks and opportunities, and contribute to structured solutions in partnership with senior team members.
• Guide clients on best practices, workflows, and usage strategies aligned to their goals and operational needs.
• Monitor usage trends and customer health metrics using internal tools, proactively flagging risks, churn signals, and growth opportunities.
• Lead renewal and expansion efforts by understanding client needs, preparing insights, and highlighting relevant product capabilities.
• Collaborate closely with Product, Engineering, Legal Engineering, and Marketing to represent the voice of SMB clients and improve the overall customer experience.
• Contribute to the development and refinement of Legora’s SMB Engagement playbook, templates, and scalable client-facing processes as we scale.

Benefits

• Global collaboration: Partner with teams and clients across Stockholm, New York, London, Sydney, and more.
• Competitive package: Comprehensive salary, benefits, and tools for success.
• Meaningful work: Your efforts shape how thousands of lawyers use AI daily.
• In-person environment: Union Square NYC office designed for ambitious builders.
• U.S. employees receive medical, dental, and vision coverage, flexible paid time off plus company holidays, and a 401(k) with company match and automatic enrollment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed