Revenue Operations - New York City

About Us · Legora is on a mission: to redefine how legal work gets done. From the very start we have been very clear about the fact that we are not building a solution for lawyers, we are building it with them, because it is the only way to make sure it gets done the right way; w ...

Job description

About Us

Legora is on a mission: to redefine how legal work gets done. From the very start we have been very clear about the fact that we are not building a solution for lawyers, we are building it with them, because it is the only way to make sure it gets done the right way; working side-by-side every step of the way.

Our AI-native workspace empowers legal professionals not just to work faster - but to ask better questions, unlock new insights. Every day, we push the boundaries of legal tech to make complex processes smarter, faster, and more human. From thousands of documents analysed in minutes to intelligent workflows designed in collaboration with leading practices, we're turning possibility into reality.

Today we are trusted by global firms like Cleary Gottlieb, Goodwin, Bird & Bird and Linklaters in over 40 countries, but we have no plans on stopping here. We ship fast, we iterate effectively, and we scale rapidly - not by accident, but by design.

When you join Legora, you become part of a team that believes "good enough" isn't good enough and that the way to win is together, by empowering lawyers to do their best work with technology that truly understands them. If you're excited by building from first principles, working with exceptional people, and accelerating change in a high-stakes, high-impact domain—then this is the moment and the place.

We're not just shaping the future of legal tech — we're defining it. Ready to join us in building the intelligent future of law?

About the role

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.

What you'll own

1. 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)

2. 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

3. 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

4. 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

5. 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

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.

What you will not primarily do

• Run CS ticketing or support workflows

• Produce recommendation-only work without owning execution

• Spend most of your time in decks instead of data

Ideal profile

Must-haves

• 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

Strong plus

• 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

This role is not a fit if you:

• Prefer advisory or recommendation-only work

• Are uncomfortable working directly with data and assumptions

• Rely primarily on frameworks without operational follow-through

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

What's in it for you

• 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.

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.