Director of Premium Support

About Us Legora is redefining how legal work gets done. Not built for lawyers, built with them. We work alongside the world’s best legal teams, who expect excellence, precision, and speed, and we hold ourselves to the same bar. Our AI-native workspace lets legal professionals move faster, think more clearly, and operate with sharper precision. By analysing thousands of documents in minutes and powering end-to-end workflows, we cut through complexity, teams can focus on what matters: judgment, strategy, and outcomes. 1,000+ customers across 50+ countries trust us, including Cleary Gottlieb, Goodwin, Linklaters, White & Case, Dentons, and Barclays. We’ve scaled to $100M+ in ARR , with teams across Europe, North America and APAC, and continue to expand through acquisitions including Qura, Walter AI and Graceview. We partner with world-class performers: including Aaron Judge and the New York Yankees, Ludvig Åberg (and his caddie), and campaigns featuring Jude Law. Joining Legora means three things. We lean in: ownership over titles, outcomes over intentions. We fight for excellence: high standards, direct, ego-free feedback. We grow together: as a team and with our customers. Mission before ego. Everyone contributes. No one coasts. If you’re driven by impact, pace, and raising the bar. This is the place.

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 You Bring 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. What’s In It For You Global collaboration: Partner with teams and clients domestic and internationally. Competitive package: Comprehensive salary,