Customer Success Systems Manager

Customer Success Systems Manager

As the Customer Success Systems Manager, you'll own the tools and automations that power Legora's post-sales organization:
Engagement, Solutions & Delivery, and Technical Operations. You'll administer and evolve our support and customer education systems, including Intercom, Skilljar, Claude, Notion, Clay, Sana, Granola, and build the automations and data connectivity that let those systems work together, and partner with AI Enablement to bring AI tooling into day-to-day workflows responsibly.

This role reports directly to the Head of Global Services and is based in New York City.

• Own day-to-day administration of Intercom, Skilljar, Claude, Notion, Clay, Sana, and Granola, including configuration, implementation, user management, and data integrity.
• Serve as the point of contact for tool-related issues escalated from the Post-Sales organization.
• Monitor system performance and reliability, and coordinate resolution of complex issues with vendors and internal IT.
• Salesforce/CRM administration remains owned by Rev Ops and is not part of this role

• Design and maintain automations and data connectivity across the post-sales tool stack, reducing manual handoffs between systems.
• Partner with AI Enablement on configuration, training, and ongoing governance of AI tools embedded in support and services workflows.

• Train and document best practices for post-sales teams, and act as the internal expert for the systems you own.
• Partner with IT, Data, and Product teams on integrations and systems requirements across the post-sales stack

• Cross-functional ownership:
  Own the tools and automations for our cross-functional post-sales organization
• Build, don't inherit:
  Much of this stack currently lacks a single owner; you'll define how it's run rather than inherit someone else's system.
• Direct leadership visibility:
  Report directly to the Head of Global Services.
• Competitive package:
  Comprehensive salary, benefits, and tools for success.
• In-person environment:
  New York (Union Square) office designed for ambitious builders, with company-provided lunch daily.

We invest in our people with a comprehensive, thoughtfully designed benefits package:

Medical, Dental & Vision

• Multiple medical plan options through Aetna and Kaiser Permanente
• HSA or Healthcare FSA (based on plan selection)
• Dental plans via Met Life
• Vision plans via Vision Care

Family Support

• Generous parental leave
• Free access to Maven Clinic
• Dependent Care FSA
• Free One Medical membership for employees and dependents

Additional Perks

• Pre-tax commuter benefits
• Life Insurance + STD/LTD
• 401(K) with generous company match
• Unlimited PTO
• Robust voluntary benefits, including identity protection (via Aura), legal coverage via Met Life, pet savings programs, and more

Legora is an Equal Opportunity Employer

At Legora, we believe great teams are built on diversity of thought and experience. We're proud to be an equal opportunity employer and committed to creating an inclusive, high-performance culture where everyone can do their best work. We welcome people of all backgrounds and don't discriminate based on race, color, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law.