Engagement Manager SMB

Responsibilities

• Improve the scaled adoption playbook including tech-led onboarding and enablement
• Execute automated touchpoints and interventions from rollout to firm-wide adoption
• Facilitate strategic touchpoints for high-stakes accounts while using one-to-many enablement for the rest of the portfolio
• Drive sustained value through templated success plans and digital value reviews
• Manage portfolio health by monitoring adoption and utilization signals
• Own commercials for the scaled program including renewals and expansions
• Orchestrate engagement across Product, Engineering, and Support teams
• Translate customer feedback into actionable product roadmap insights

Requirements

• Background in scaled customer success, renewal management, or customer education
• Experience building repeatable adoption playbooks and educational programs at scale
• 3+ years of experience in scaled customer success or account management (5+ for Senior Manager)\n- Proven track record of driving adoption, retention, and expansion with high-volume portfolios
• Experience carrying commercial numbers like GRR and NRR
• Technical fluency with CS/CRM platforms, AI agents, and data visualization tools
• Data-driven approach to customer health and forecasting
• Excellent Arabic and English communication skills
• High EQ and ability to thrive in fast-paced, early-stage environments

About the Company

Legora is an AI-native workspace redefining how legal work gets done, serving over 2,100 customers across 80+ countries including top-tier global law firms.