Engagement Manager - Scaled Accounts

The role

You will own the post-sale motion for a large portfolio of law firms and corporate legal teams in North America. You will design and execute scaled adoption playbooks, drive commercial outcomes, and manage portfolio health through automation and strategic touchpoints.

What you will do

• Design the scaled adoption playbook including tech-led onboarding and change-management.
• Execute the playbook by sequencing automated touchpoints from rollout to firm-wide adoption.
• Facilitate strategic touchpoints with high stakes accounts.
• Use one-to-many enablement to guide the portfolio toward maximum value.
• Drive sustained value through success plans, scaled training, and digital value reviews.
• Monitor adoption and utilization signals to manage portfolio health.
• Own commercials for the scaled program including renewals and expansions.
• Orchestrate engagement across cross-functional teams like Product and Engineering.
• Translate customer feedback into action to inform product roadmap and positioning.

Required qualifications

• Scaled customer success, renewal management, or customer education background.
• Experience building repeatable adoption playbooks and educational programs delivered at scale.
• 3+ years for Manager or 6+ years for Senior Manager in scaled or digital customer success, customer operations, account management, or a related field.
• Track record of driving adoption, retention and expansion with a high-volume portfolio.
• Experience carrying a commercial number including GRR and NRR.
• Technical fluency in configuring and deploying CS and CRM platforms, AI agents, LMS, and data visualization platforms.
• Data fluency and a metrics-driven approach to customer health and forecasting.
• Program, project and prioritization skills.
• High EQ.

Nice to have

• Exposure to high-growth B2B AI verticals or Legal Tech.

Benefits

• Medical, Dental & Vision
• Multiple medical plan options through Aetna and Kaiser Permanente
• HSA or Healthcare FSA
• Dental plans via MetLife
• Vision plans via Vision Care
• Generous parental leave
• Free access to Maven Clinic
• Dependent Care FSA
• Free One Medical membership for employees and dependents
• Pre-tax commuter benefits
• Life Insurance + STD/LTD
• 401(K) with generous company match

About the company

Legora is an AI-native workspace for legal professionals that helps teams move faster and operate with precision. The company has 2,100+ customers across 80+ countries and has scaled to $200M+ in ARR.