Lead Engagement Manager SMB

📋 Description

• • Legora is at the forefront of revolutionizing the legal industry with its AI-native workspace, empowering legal professionals to enhance their efficiency, uncover deeper insights, and ask more impactful questions. We are dedicated to transforming complex legal processes into smarter, faster, and more human-centric workflows. Our innovative solutions are already trusted by prestigious global firms such as Cleary Gottlieb, Goodwin, Bird & Bird, and Linklaters across more than 40 countries, underscoring our significant impact and rapid growth.
• • As Legora experiences accelerated scaling across the EMEA region, particularly with a burgeoning Small and Medium-sized Business (SMB) customer base, we are seeking a highly strategic and operationally adept individual to define and build post-sale excellence at scale for this critical segment. This is a unique opportunity to establish a foundational function from the ground up, architecting the systems, automation, and processes necessary to deliver measurable value to our entire SMB portfolio.
• • In this pivotal role as Lead Engagement Manager, SMB, you will not merely manage customer relationships; you will fundamentally shape how Legora engages with, retains, and grows its SMB customer base. You will set the benchmark for post-sale engagement strategies and establish the framework for a team that you will eventually mentor and lead, driving significant commercial impact.
• • You will be instrumental in defining Legora's post-sale strategy and will exert considerable influence over how SMB clients achieve success and thrive using our platform. Your responsibilities will encompass the full spectrum of the customer lifecycle within the SMB segment, from initial onboarding and driving deep product adoption to ensuring long-term retention and identifying expansion opportunities, all while maintaining direct commercial accountability.
• • A core aspect of your role will involve operationalizing customer lifecycle insights. This means leveraging behavioral and usage data to inform sophisticated segmentation, effective prioritization of efforts, and the design of targeted engagement plays. You will translate subtle product usage signals and broader customer behavior trends into actionable, data-driven engagement strategies aimed at maximizing customer activation, bolstering retention rates, and fostering sustainable growth.
• • You will be tasked with designing and implementing scalable processes and automation solutions tailored to serve a high-volume segment without any compromise on the quality of engagement or value delivered. This requires a forward-thinking approach to operational efficiency and customer experience.
• • A key deliverable will be the development and refinement of robust customer health scoring mechanisms, key engagement metrics, and comprehensive operational dashboards. These tools will be crucial for making customer outcomes predictable, transparent, and consistently measurable, enabling proactive intervention and strategic planning.
• • You will confidently lead renewal and expansion conversations, instilling commercial rigor and strategic thinking into every post-sale interaction. This involves understanding customer needs deeply and aligning Legora's offerings to their evolving business objectives.
• • Close collaboration with our Support, Product Marketing, and Product teams will be essential. You will act as a vital conduit, ensuring that critical customer insights gathered from the SMB segment directly inform the product roadmap and overall go-to-market strategy, creating a feedback loop that drives continuous improvement.
• • You will play a key role in shaping scalable post-sales processes that artfully blend high-touch, personalized relationships with the efficiency and precision of data-driven operational excellence. This hybrid approach is critical for serving the diverse needs of the SMB market effectively.
• • Furthermore, you will develop the comprehensive SMB Engagement Playbook from its inception. This foundational document will serve as the blueprint for future team growth and operational consistency, laying the groundwork for potential future hires whom you may mentor or lead as the function matures.
• • This role offers a unique chance to build and scale Legora’s post-sale engagement function in EMEA, providing unparalleled ownership, visibility, and influence across product, go-to-market, and support functions. You will collaborate directly with leadership and cross-functional teams to construct systems that profoundly shape customer outcomes and drive business success. Operating within a fast-paced, entrepreneurial environment where excellence is recognized and rewarded, you will experience exponential growth opportunities. We offer competitive compensation, meaningful equity participation, and a state-of-the-art Stockholm office designed to foster focus and high performance.