Revenue Operations & Strategy Manager - Customer Success

Legora AB • New York City, NY

9d • 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.

How you think (this matters as much as experience)
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.

This role is not a fit if you:
Run CS ticketing or support workflows
Produce recommendation-only work without owning execution
Spend most of your time in decks instead of data

How this role fits
Part of Global Revenue Operations & Strategy
Works closely with Customer Success leadership
Partners deeply with:
Sales Ops
GTM Systems & Data
Finance / FP&A

What success looks like (6–12 months)
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

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: Manager
• Education Level: No Education Listed