Customer Success Systems Manager

New York Cityfull timeOn Site

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mid

$124k–$146k

H1B: no

Legora The Customer Success Systems Manager at Legora owns administration and automation of post-sales tools including Intercom, Skilljar, and Claude. The role involves system performance monitoring, workflow automation, and cross-functional enablement.

Responsibilities

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.
Systems ownership & administration
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 RevOps and is not part of this role
Automation & workflow design
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.
Cross-Functional Enablement
Train and document best practices for post-sales teams, and act as the internal expert for the systems you own.

Qualification

Systems fluencyProject managementBuilder mindsetThis is an individual contributor roleCross-functional ownershipBuildDirect leadership visibilityCompetitive packageIn-person environment

Required

Systems fluency: Hands-on systems administration experience with support or customer success tooling (Intercom, Zendesk, Clay, Gainsight, or similar).
Project management: You’ve run a tool rollout or migration end to end, from kickoff through adoption, including timelines and stakeholder coordination.
Builder mindset: Comfortable moving between hands-on configuration work and the automation/process design that reduces it over time.
Roughly 4–6 years of relevant experience in systems administration, support operations, or CS operations, ideally in B2B SaaS.
Experience with our stack is a strong plus, in order of relevance: Intercom, Skilljar, Claude, Notion, Clay, Sana, Granola.
Salesforce or other CRM experience is a nice-to-have, not a requirement.
This is an individual contributor role; “Manager” reflects ownership of the systems function rather than people management.
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.