Engagement Manager - Scaled Accounts
New York City • FullTime
Posted 9h ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Legora is seeking an experienced and strategic Engagement Manager to join their growing team. This role is central to transforming how law firms and corporate legal teams work by driving adoption, technical health, and commercial outcomes for a large portfolio of clients. The ideal candidate will have a proven track record of developing and executing scaled customer motions, leveraging systems and technology to automate processes while reserving high-touch interactions for critical moments. You will be instrumental in building a best-in-class adoption program, helping clients achieve measurable ROI, expand use cases, and fundamentally change their workflows.
Responsibilities
- Design and execute the scaled adoption playbook for tech-led onboarding, enablement, and change management.
- Sequence automated touchpoints and interventions for firm-wide adoption.
- Facilitate strategic touchpoints with high-stakes accounts and use one-to-many enablement for broader opportunities.
- Drive sustained value through templated success plans, scaled training, and digital value reviews.
- Monitor adoption and utilization signals to proactively manage portfolio health, identify risks, and growth opportunities.
- Own the commercials for the scaled program, including renewals and expansions, informed by portfolio hygiene, forecasting, and data utilization.
- Orchestrate engagement across cross-functional teams (Product, Legal Engineering, Engineering, Product Marketing, Support) to accelerate client success.
- Translate scaled customer feedback into actionable insights for product roadmap, positioning, and enablement.
Requirements
- Demonstrated track record of designing and delivering programs for large customer bases in scaled customer success, renewal management, or customer education.
- Experience building and delivering repeatable adoption playbooks and educational programs at scale via digital channels.
- 3+ years for Manager, 6+ years for Senior Manager, in scaled or digital customer success, customer operations, account management, or a related field, ideally with exposure to high-growth B2B AI verticals or Legal Tech.
- Track record of driving adoption, retention, and expansion with a high-volume client portfolio.
- Experience owning commercial numbers (GRR, NRR) and running renewals/expansions using data and automation.
- Technical fluency and systems thinking, comfortable configuring and deploying tooling (CS and CRM platforms, AI agents, LMS, data visualization platforms).
- Data fluency and a metrics-driven approach to customer health, forecasting, and portfolio strategy.
- Exceptional program, project, and prioritization skills.
- High emotional intelligence (EQ) with the ability to listen, advise, and act appropriately.
- Comfort in fast-paced, early-stage environments where building the playbook is part of the role.
Benefits
- Global collaboration with teams and clients across Europe, AP