About the role

Customer Onboarding Lead managing implementation of legal technology at Avvoka for major firms. Leading a team to ensure quick adoption and success in legal environments.

Responsibilities

Lead & grow the implementation team
Mentor and coach a high-performing team of implementation CSMs.
Run regular 1:1s, performance plans and clear development paths.
Create hiring and onboarding playbooks so the team scales reliably.
Own end-to-end client implementations
Run discovery, scoping, configuration and handover for strategic customers, especially in their first 100 days using the platform.
Deliver integrations (APIs, SSO, data migrations) and custom automation when required.
Ensure project plans, milestones and stakeholder comms are crystal clear and delivered on time to a high standard.
Build repeatable playbooks, processes & automation
Create standardised implementation templates, checklists and automation to reduce manual effort.
Implement SLAs, project KPIs (OKRs) and a playbook for common implementation patterns.
Continuously measure and reduce time-to-value for new customers.
Partner across Product, CS & Sales
Feed customer requirements back to Product - help prioritise product improvements that reduce implementation effort.
Work with Sales to produce accurate scoping and handover artefacts, especially in the transition from PoC to rollout.
Collaborate with your Customer Success colleagues who look after value realisation to ensure adoption milestones and ROI are met post-go-live.

Experience in one or more of the following: Legal Operations, Legal Innovation, Practice Technology or Product roles within a law firm or in-house legal team
Product or delivery roles supporting legal workflows, CLMs or document automation tools
Senior Customer Success or Implementation roles in legal tech or enterprise SaaS
Strong stakeholder management skills — comfortable working with partners, heads of legal ops, innovation leads and IT.
The ability to translate legal processes into structured delivery plans.
Technical confidence (APIs, SSO, integrations) — not as an engineer, but as a highly competent operator.
A structured, execution-focused mindset with good commercial judgment.
Bonus points if: You’ve worked directly at a large law firm.
You’ve been involved in selecting, rolling out or optimising legal technology.
You have legal training or hands-on exposure to contract workflows.

Enrolment in our Customer Success bonus scheme; assuming key KPIs are met
Remote First working - Choose your days in office based on operational requirements (though we ask that you spend at least one day a week with our team to foster relationships)
Private health insurance through VitalityHealth (post-probation), including discounted gym memberships
Access to WeWork amenities (coffee, community events, modern workspaces)
Summer Fridays - finish early every other Friday in July and August
Monthly socials and quarterly team events
Annual learning and development budget
Home office IT allowance
25 days’ annual leave plus public holidays
Company pension scheme
Right to request flexible working arrangements
A collaborative, transparent company culture with real opportunities for growth