Customer Success Systems Manager

Job description

ABOUT US Legora is redefining how legal work gets done. Not built for lawyers, built with them. We work alongside the world’s best legal teams, who expect excellence, precision, and speed, and we hold ourselves to the same bar. Our AI-native workspace lets legal professionals move faster, think more clearly, and operate with sharper precision. By analysing thousands of documents in minutes and powering end-to-end workflows, we cut through complexity, teams can focus on what matters: judgment, strategy, and outcomes. 1,000+ customers across 50+ countries trust us, including Cleary Gottlieb, Goodwin, Linklaters, White & Case, Dentons, and Barclays. We’ve scaled to $100M+ in ARR, with teams across Europe, North America and APAC, and continue to expand through acquisitions including Qura, Walter AI and Graceview. We partner with world-class performers: including Aaron Judge and the New York Yankees, Ludvig Åberg (and his caddie), and campaigns featuring Jude Law. Joining Legora means three things. - We lean in: ownership over titles, outcomes over intentions. - We fight for excellence: high standards, direct, ego-free feedback. - We grow together: as a team and with our customers. Mission before ego. Everyone contributes. No one coasts. If you’re driven by impact, pace, and raising the bar. This is the place. THE ROLE As the Customer Success Systems Manager, you’ll own the tools and automations that power Legora’s post-sales organization: Engagement, Solutions & Delivery, and Technical Operations. You’ll administer and evolve our support and customer education systems, including Intercom, Skilljar, Claude, Notion, Clay, Sana, Granola, and build the automations and data connectivity that let those systems work together, and partner with AI Enablement to bring AI tooling into day-to-day workflows responsibly. This role reports directly to the Head of Global Services and is based in New York City. WHAT YOU'LL BE DOING Systems ownership & administration - Own day-to-day administration of Intercom, Skilljar, Claude, Notion, Clay, Sana, and Granola, including configuration, implementation, user management, and data integrity. - Serve as the point of contact for tool-related issues escalated from the Post-Sales organization. - Monitor system performance and reliability, and coordinate resolution of complex issues with vendors and internal IT. - Salesforce/CRM administration remains owned by RevOps and is not part of this role Automation & workflow design - Design and maintain automations and data connectivity across the post-sales tool stack, reducing manual handoffs between systems. - Partner with AI Enablement on configuration, training, and ongoing governance of AI tools embedded in support and services workflows. Cross-Functional Enablement - Train and document best practices for post-sales teams, and act as the internal expert for the systems you own. - Partner with IT, Data, and Product teams on integrations and systems requirements across the post-sales stack WHO YOU ARE - Systems fluency: Hands-on systems administration experience with support or customer success tooling (Intercom, Zendesk, Clay, Gainsight, or similar). - Project management: You’ve run a tool rollout or migration end to end, from kickoff through adoption, including timelines and stakeholder coordination. - Builder mindset: Comfortable moving between hands-on configuration work and the automation/process design that reduces it over time. - Roughly 4–6 years of relevant experience in systems administration, support operations, or CS operations, ideally in B2B SaaS. - Experience with our stack is a strong plus, in order of relevance: Intercom, Skilljar, Claude, Notion, Clay, Sana, Granola. - Salesforce or other CRM experience is a nice-to-have, not a requirement. - This is an individual contributor role; “Manager” reflects ownership of the systems function rather than people management. WHY THIS ROLE - Cross-functional ownership: Own the tools and automations for our cross-functional post-sales organization - Build, don’t inherit: Much of this stack currently lacks a single owner; you’ll define how it’s run rather than inherit someone else’s system. - Direct leadership visibility: Report directly to the Head of Global Services. - Competitive package: Comprehensive salary, benefits, and tools for success. - In-person environment: New York (Union Square) office designed for ambitious builders, with company-provided lunch daily. BENEFITS & PERKS We invest in our people with a comprehensive, thoughtfully designed benefits package: Medical, Dental & Vision - Multiple medical plan options through Aetna and Kaiser Permanente - HSA or Healthcare FSA (based on plan selection) - Dental plans via MetLife - Vision plans via Vision Care Family Support - Generous parental leave - Free access to Maven Clinic - Dependent Care FSA - Free One Medical membership for employees and dependents Additional Perks - Pre-tax commuter benefits - Life Insurance + STD/LTD - 401(K) with generous company match - Unlimited PTO - Robust voluntary benefits, including identity protection (via Aura), legal coverage via MetLife, pet savings programs, and more Legora is an Equal Opportunity Employer At Legora, we believe great teams are built on diversity of thought and experience. We’re proud to be an equal opportunity employer and committed to creating an inclusive, high-performance culture where everyone can do their best work. We welcome people of all backgrounds and don’t discriminate based on race, color, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law.