Revenue Operations & Strategy Manager - Customer Success

Revenue Operations & Strategy Manager - Customer Success 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 ... (truncated, view full listing at source)