Top Customer Success & Experience Jobs in New York City, NY

Owns the post-sale customer success motion for a large portfolio of law firms and corporate legal teams. Designs and executes scaled onboarding, adoption, enablement, change-management, renewal, and expansion programs using automation, data, and digital channels. Monitors customer health, drives adoption and retention, coordinates cross-functional teams, translates feedback into product improvements, and manages commercial outcomes across the portfolio.

As a Solutions Engineer, you'll assist sales and engineering teams in addressing customer technical challenges, create demos, and support the sales process.

Lead and coach a team of Engagement Associates/Managers to drive adoption, retention, and expansion for enterprise clients. Build scalable engagement frameworks, run portfolio reviews, manage high-stakes client moments, guide renewals/expansions, mitigate portfolio risk, automate workflows with AI, and hire and develop engagement talent.

Own and administer Legora’s post-sales systems, including Intercom, Skilljar, Claude, Notion, Clay, Sana, and Granola. Design automations and data connectivity, maintain system reliability and data integrity, resolve tool issues, partner with IT, Data, Product, and AI Enablement, and train post-sales teams. The role leads tool rollouts, migrations, documentation, workflow design, and responsible AI adoption as an individual contributor.

Own end-to-end client journey for a portfolio of mid-market accounts: drive adoption, retention, expansion, and renewals. Build tailored success plans, monitor health metrics, advise clients, automate workflows with AI, mentor associates, and feed product feedback into engagement playbooks.