Revenue Operations & Strategy Manager - Customer Success

Legora AB • New York, NY

10d • Onsite

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• Customer Success operating model
• 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)
• Data models, metrics & definitions (core responsibility)
• 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
• Planning, capacity & performance management
• 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
• Expansion & renewals motion design
• 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
• Cross-functional alignment & execution
• 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

Benefits

• 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.
• Benefits: 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: Mid Level
• Education Level: No Education Listed