Customer Success Lead

There are hundreds of thousands of lawyers across Europe — and at Libra, we're transforming how they work. Our AI platform combines deep legal reasoning with cutting-edge generative technology, fundamentally changing how lawyers research, draft, and deliver legal work. In just over a year, we've scaled from 0 to €3M ARR, partnered with leading law firms, corporate legal departments, and publishers, and established ourselves as Europe's fastest-growing legal AI company. Backed by top-tier investors, Libra is building the operating system for modern legal work — and you can help us write its next chapter.

As Customer Success Lead (DACH), you'll be responsible for building, operationalizing, and scaling Libra's Customer Success function for our growing customer base across Germany, Austria, and Switzerland. You'll lead and coach a team of Customer Success Managers who support both law firms and corporate legal departments, driving adoption, retention, and expansion through a combination of high-touch engagement and scalable success programs. This is a hands-on leadership role for someone who thrives in dynamic environments, enjoys mentoring talent, and knows how to blend customer empathy with data-driven process design.

• Lead, coach, and develop a team of Customer Success Managers focused on driving adoption, satisfaction, and outcomes across a growing DACH customer base.
• Design and optimize scalable engagement models — balancing automation, digital programs, and human touchpoints.
• Partner closely with Sales, Product, Legal Engineering, and Marketing to ensure seamless customer journeys from onboarding to renewal.
• Implement customer success processes, playbooks, and metrics to support consistent execution and predictable outcomes.
• Analyze adoption data, customer health metrics, and feedback to identify risks and opportunities for continuous improvement.
• Collaborate with Product and Operations to refine user education, enablement materials, and in-product engagement strategies.
• Build a culture of learning, collaboration, and operational excellence within the Customer Success team.
• Personally engage with key customers to model consultative partnership and ensure high-value relationships.

• 5–8 years of experience in Customer Success, Account Management, or Consulting within SaaS, AI, or professional services.
• 2–3+ years of experience managing or mentoring CSMs or similar customer-facing teams.
• Strong operational mindset with the ability to design scalable processes, leverage data, and use automation tools effectively.
• Excellent communication and stakeholder management skills — able to build trust with customers and collaborate cross-functionally.
• Strategic yet hands-on approach: equally comfortable in customer meetings and process design sessions.
• Deep interest in AI and its potential to transform knowledge work.
• Native-level German and fluent English.
• Legal background (law degree, law firm, or legal tech experience) is a strong plus, especially if combined with commercial or operational experience.
• Experience working with large law firms, corporate legal teams, or other knowledge-intensive organizations is advantageous.

• A front-row seat in shaping how AI transforms the legal industry.
• Opportunity to build and scale a Customer Success function from the ground up in one of Europe's most exciting AI startups.
• A collaborative, high-performance culture that rewards initiative and continuous learning.
• The chance to work with world-class customers and directly influence product, process, and business direction.

There are hundreds of thousands of lawyers across Europe — and at Libra, we're transforming how they work. Our AI platform combines deep legal reasoning with cutting-edge generative technology, fundamentally changing how lawyers research, draft, and deliver legal work. In just over a year, we've scaled from 0 to €3M ARR, partnered with leading law firms, corporate legal departments, and publishers, and established ourselves as Europe's fastest-growing legal AI company. Backed by top-tier investors, Libra is building the operating system for modern legal work — and you can help us write its next chapter.