Coordinator supporting Legal Talent Management processes for lawyers at Norton Rose Fulbright. Collaborating with teams to enhance onboarding, evaluation, events, and analytics.
About the role
- Lifecycle Legal Engineer supporting customers in adopting Ironclad's AI contracting platform. Focused on ensuring deep adoption and measurable value post-implementation.
Responsibilities
- Drive early adoption: Provide post-hypercare support to customers following their initial implementation to help drive early adoption and value realization
- Scale outcome-based plays: Use data, dashboards and playbooks to proactively monitor adoption trends, flag risk signals, and execute repeatable success motions across book of business; Support churn-risk intervention/light services engagements to help reduce churn
- Consult with expertise: Host technical consults focused on best practice recommendations, workflow optimization and product education; conduct light troubleshooting and liaise with Support for customers experiencing technical issues
- Optimize configurations: Conduct instance assessments and discuss customer business requirements to identify areas where configuration can be streamlined or improved; enable customers to use the latest and greatest features/functionality
- Advance customer maturity: Guide customers through the full adoption journey—from activation to foundational to advanced use cases—leveraging best practices and tailored recommendations to help them unlock deeper value
- Collaborate cross-functionally: Work closely with Product, Engineering, Sales, and other partners to share insights, influence roadmap improvements, and jointly strategize on account-level needs across the book of business
- Be the voice of the customer: Advocate for customer needs internally, ensuring product enhancements and process improvements reflect real-world use
- Continuously improve: Contribute to playbook development, automation ideas, and internal processes that make customer success more scalable
- Position future value: Maintain a strong understanding of the product roadmap and effectively position upcoming capabilities—helping customers envision solutions that may not yet exist today and preparing them for future adoption
Requirements
- 3+ years of experience in a customer-facing, product-oriented role at a B2B SaaS company (e.g. Technical Account Manager, Implementation Consultant)
- Passion for learning new technologies and driving outcomes through technical solutions. Comfortable translating business requirements into scalable product configurations and workflows
- Curiosity for understanding customers’ goals and values and turning them into measurable adoption plans while appropriately managing customers' expectations, and achieving mutual success plans
- Understanding of CLM (contract lifecycle management) or legal ops business processes is preferred; Exposure to AI‑assisted contracting (smart import, clause extraction, playbooks, redline assist) is a plus
- Ability to translate technical concepts for non-technical stakeholders; ability to write clear assessments and recommendations; ability to manage sensitive customer conversations
- Capable of managing time strategically, prioritizing work based on various factors, and owning the success of interactions with customers
- Comfortable navigating change and iteration in a fast-moving organization
- Someone who embodies Ironclad’s Values: Drive, Intent, Integrity, and Empathy
- Able to navigate ambiguity while contributing to and improving repeatable processes and operational workflows
Benefits
- 100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
- Market-leading leave policies, including gender-neutral parental leave and compassionate leave
- Family forming support through Maven for you and your partner
- Paid time off - take the time you need, when you need it
- Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
- Mental health support through Modern Health, including therapy, coaching, and digital tools
- Pre-tax commuter benefits (US Employees)
- 401(k) plan with Fidelity with employer match (US Employees)
- Regular team events to connect, recharge, and have fun
- And most importantly: the opportunity to help build the company you want to work at
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