Lead Engagement Manager SMB

As Lead Engagement Manager, SMB, you will have a rare opportunity to define and own a high-impact function, designing scalable, data-driven engagement models, automation, and repeatable processes that deliver consistent, high-quality outcomes across the full portfolio. You won’t just manage customer relationships; you will shape how we engage, retain, and grow one of our most important segments. The right person in this role will turn scale into a strategic advantage, building a model with measurable, demonstrable ROI that becomes a case study in how to do SMB engagement right.

You will be a key driver of Legora’s post-sale strategy and a central influence on how we capture the full potential of our fastest-growing segment, delivering measurable, scalable impact across EMEA.

What you will be doing:

• Own a growing SMB portfolio end-to-end, driving onboarding, adoption, retention, and expansion with real commercial accountability.
• Operationalize customer lifecycle insights, using behavioral and usage data to inform segmentation, prioritization, and engagement plays that improve activation, retention, and growth.
• Design and implement scalable processes and automation to serve a high-volume segment without compromising quality or time-to-value.
• Build and refine health scoring, engagement metrics, and operational dashboards that make outcomes predictable and measurable.
• Lead renewal and expansion conversations with confidence, bringing commercial sharpness to every customer interaction and identifying opportunities to deepen and grow accounts over time.
• Partner closely with cross-functional teams to ensure customer insights directly influence roadmap and go-to-market strategy.
• Help shape scalable post-sales processes that blend high-touch relationships with data-driven operational excellence, developing enablement materials and self-serve resources that drive consistent product adoption across the portfolio.
• Define and evolve the SMB Engagement playbook, laying the foundation for future hires you may eventually mentor or lead.

Who you are:

• Experienced in scaling customer-facing or post-sale functions within high-growth B2B SaaS environments, ideally with exposure to legal, professional services, or similarly complex enterprise workflows.
• A systems thinker who designs for leverage, prioritizing automation and process before adding headcount.
• Comfortable with data and technology, skilled at defining metrics, using tools effectively, and operating from structured dashboards.
• Confident in leading retention and expansion conversations.