Director of Premium Support

Legora AB•New York, NY

33d

About The Position

We are looking for a Director of Premium Support to join our Customer Enablement function and report directly to the Head of Customer Enablement. This role owns the creation and long-term success of Legora’s Premium Support offering. You will define what Premium Support means at Legora, design it as a paid product tier, build and lead a global organisation, and work cross-functionally to ensure it delivers clear, differentiated value to our most important customers. This is a net-new role with significant scope and autonomy, where you get to build an organisation from the ground up.

Requirements

Senior leadership experience building and scaling enterprise-grade support organisations in B2B SaaS.
Proven experience designing premium, paid support or service tiers for large, complex customers.
Strong operational mindset: able to design systems, processes, and organisations from first principles.
Comfortable operating in ambiguity and building something net new.
Credible and calm in high-pressure situations with senior customer stakeholders.
Experienced in working cross-functionally with Product, Engineering, Sales, and Customer teams.
Able to balance hands-on leadership with long-term strategic thinking.

Responsibilities

Define the scope, standards, and operating model for Legora’s Premium Support offering.
Translate enterprise customer expectations into concrete service definitions, SLAs, escalation models, and frameworks.
Partner with Sales, Customer Success, Product, and Engineering to ensure Premium Support is clearly defined, sellable, and deliverable.
Help shape pricing inputs, contract language, and customer commitments related to Premium Support.
Build and scale a high-performing Premium Support organisation, expected to grow significantly over time.
Hire, develop, and lead senior support leaders and specialists with deep product and customer expertise.
Establish clear operating rhythms, quality standards, and performance expectations.
Act as an escalation point for the most complex and critical customer issues.
Ensure Premium Support delivers a consistently exceptional experience for Legora’s largest and most demanding customers.
Design proactive support models, not just reactive issue resolution.
Drive continuous improvement in tooling, processes, and collaboration across teams in collaboration with other Customer Enablement teams.
Balance speed, quality, and sustainability as the organisation scales from startup to enterprise maturity.
Partner closely with Product and Engineering to influence roadmap prioritisation based on premium customer needs.
Collaborate with Customer Success and Enablement to create a seamless experience across the customer lifecycle.
Work with Sales and RevOps to ensure Premium Support commitments are realistic, scalable, and aligned with delivery.