Director of Premium Support
About Us
Legora is on a mission: to redefine how legal work gets done. From the very start we have been very clear about the fact that we are not building a solution for lawyers, we are building it with them, because it is the only way to make sure it gets done the right way; working side-by-side every step of the way.
Our AI-native workspace empowers legal professionals not just to work faster - but to ask better questions, unlock new insights. Every day, we push the boundaries of legal tech to make complex processes smarter, faster, and more human. From thousands of documents analysed in minutes to intelligent workflows designed in collaboration with leading practices, we’re turning possibility into reality.
Today we are trusted by global firms like Cleary Gottlieb, Goodwin, Bird & Bird and Linklaters in over 40 countries, but we have no plans on stopping here. We ship fast, we iterate effectively, and we scale rapidly - not by accident, but by design.
When you join Legora, you become part of a team that believes "good enough" isn’t good enough and that the way to win is together, by empowering lawyers to do their best work with technology that truly understands them. If you’re excited by building from first principles, working with exceptional people, and accelerating change in a high-stakes, high-impact domain—then this is the moment and the place.
We’re not just shaping the future of legal tech — we’re defining it. Ready to join us in building the intelligent future of law?
The role
We are looking for a Director of Premium Support to join our Customer Enablement function and report directly to the Head of Customer Enablement.
This role owns the creation and long-term success of Legora’s Premium Support offering. You will define what Premium Support means at Legora, design it as a paid product tier, build and lead a global organisation, and work cross-functionally to ensure it delivers clear, differentiated value to our most important customers.
This is a net-new role with significant scope and autonomy, where you get to build an organisation from the ground up.
What you’ll do
Define and build Premium Support
Define the scope, standards, and operating model for Legora’s Premium Support offering.
Translate enterprise customer expectations into concrete service definitions, SLAs, escalation models, and frameworks.
Partner with Sales, Customer Success, Product, and Engineering to ensure Premium Support is clearly defined, sellable, and deliverable.
Help shape pricing inputs, contract language, and customer commitments related to Premium Support.
Build and lead the organisation
Build and scale a high-performing Premium Support organisation, expected to grow significantly over time.
Hire, develop, and lead senior support leaders and specialists with deep product and customer expertise.
Establish clear operating rhythms, quality standards, and performance expectations.
Act as an escalation point for the most complex and critical customer issues.
Operate at enterprise level
Ensure Premium Support delivers a consistently exceptional experience for Legora’s largest and most demanding customers.
Design proactive support models, not just reactive issue resolution.
Drive continuous improvement in tooling, processes, and collaboration across teams in collaboration with other Customer Enablement teams.
Balance speed, quality, and sustainability as the organisation scales from startup to enterprise maturity.
Work cross-functionally
Partner closely with Product and Engineering to influence roadmap prioritisation based on premium customer needs.
Collaborate with Customer Success and Enablement to create a seamless experience across the customer lifecycle.
Work with Sales and RevOps to ensure Premium Support commitments are realistic, scalable, and aligned with delivery.
What we’re looking for
Senior leadership experience building and scaling enterprise-grade support organisations in B2B SaaS.
Proven experience designing premium, paid support or service tiers for large, complex customers.
Strong operational mindset: able to design systems, processes, and organisations from first principles.
Comfortable operating in ambiguity and building something net new.
Credible and calm in high-pressure situations with senior customer stakeholders.
Experienced in working cross-functionally with Product, Engineering, Sales, and Customer teams.
Able to balance hands-on leadership with long-term strategic thinking.
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.