Technical Account Manager - London

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. This is the most senior seat on the advisory ladder and the person our largest clients trust when it matters most. In legal AI, that trust is hard-won: matters run to fixed dates, data is privileged, and clients hold Legora to the same standard of care they apply to their own work. Part technical advisor, part incident lead, part operating model owner, you hold the technical health of Legora's most complex client relationships and define the playbook the whole function runs on. WHAT YOU’LL DO - Own the relationship: Hold the technical health and escalation outcomes for our Strategic Accounts, serving as their primary point of escalation and continuity, and read usage and adoption signals to get ahead of risk. - Lead in a crisis: Act as incident lead on Sev1 and Sev2 events, owning coordination, customer communication, and the path to resolution. Drive post-incident reviews as trust-building artifacts and product feedback loops, not just process checkboxes. - Set the standard: Define and own the escalation criteria, account-health model, and cross-team interfaces the function runs on. Build mechanisms that make the team consistent and not dependent on individual heroics. - Own the Technical Blueprint: Maintain the single source of truth for each account, including data setup, integrations, security and legal considerations, and workflow context. Carry technical context from implementation into the live relationship so nothing is lost in the handoff and the whole account team can rely on it. - Drive adoption and enablement: Run technical reviews and enablement sessions that deepen product usage, unlock new value, and keep customers current on the platform. - Partner proactively: Work with Engagement Managers (CSM function) on Quarterly Business Reviews that tie technical health to business outcomes. - Coordinate escalations: Align the Platform Consultants and the Technical Platform Expert around a single resolution path, holding customer-facing ownership while technical root cause is driven in parallel. - Stay close to the signal: Own the highest-stakes cases in the L2 queue for your assigned Strategic Accounts, and serve as the escalation point for Platform Consultants before an issue reaches the Technical Platform Expert, so you stay close to the ground truth of each account's technical health. WHAT YOU BRING - You have owned strategic, high-value B2B accounts and kept clients confident when things went wrong. - You have led incident response or major escalations under pressure, start to finish. - You communicate with executives as clearly as with engineers: confirmed facts, explicit trade-offs, named owners, and no speculation presented as certainty. - You build frameworks, not workarounds, and you raise the bar for everyone around you. - A background in legal AI, legal tech, or a regulated professional-services domain is a strong plus. WHAT’S IN IT FOR YOU - Global collaboration: Partner with teams and clients across regions, on work that crosses every major legal market. - Meaningful work: Your work shapes how the world’s leading legal teams adopt AI day to day. - Competitive package: Comprehensive salary, benefits, and the tools to do your best work. - In-person environment: A workspace built for ambitious builders. 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.