Field Enablement Manager - Customer Success

The role

This person will design and run certification-based programs for onboarding, product mastery, and customer engagement. They will build scalable processes and frameworks to operationalize the Customer Success function and partner with cross-functional leaders.

What you will do

• Design and run certification-based programs spanning onboarding, everboarding, product mastery, AI/LLM fluency, customer engagement workflows, and core CS motions.
• Build processes that standardize how Customer Success contributes to product releases, customer delivery, and overall GTM strategy.
• Work closely with CS leadership to diagnose gaps, build repeatable systems, and drive measurable improvements in customer adoption, retention, and expansion.
• Serve as the connective tissue between Product, Engineering, Sales, Legal Engineering, Support, and Product Marketing.
• Create the frameworks, documentation, and workflows that scale how CSMs manage accounts and deliver customer insights.
• Build mechanisms that ensure CSMs are prepared for new product capabilities and AI advancements.
• Lead program strategy and execution for product launches, CS summits, release cycles, and strategic customer initiatives.
• Ensure the Customer Success team shows up with clarity, consistency, and excellence during key company milestones.

Required qualifications

• 5+ years of experience across post-sales or customer-facing roles such as Customer Success, Account Management, Customer Operations, or Management Consulting
• Experience holding a customer facing role and translating complex workflows into scalable systems
• Experience in enabling high performing teams in high-growth B2B SaaS or enabling customers adopt transformative technology
• Strong systems-thinking to transform ambiguity into structured, scalable programs
• Exceptional communicator with executive presence to partner with senior leadership
• EQ to collaborate across technical and GTM teams
• Proven track record of designing programs that drive measurable outcomes and enable teams to operate at a higher level

Nice to have

• Worked directly with AI-powered customer workflows or technical SaaS products
• Built certification-based CS or technical training that improved team performance
• Scaled programs across multiple geographies or globally distributed teams

About the company

Legora is an AI-native workspace for legal professionals. They have 2,100+ customers across 80+ countries and have scaled to $200M+ in ARR.