.png)
Join us in building the next generation of legal drafting technology.
We help teams move faster through complex contracts using automation, collaboration and AI — with lawyers firmly in control. We’re one of the hottest scale-ups in our discipline, with both our headcount and revenue increasing by 70% year on year.
We’re trusted by leading law firms, banks and enterprises, we’ve grown rapidly through product strength and word of mouth. Now, we’re scaling from a product-led company into a global brand.
You’ll help shape the design, storytelling and experiences that define the next era of legal technology.
This is a rare opportunity to continue to build the Avvoka brand from the ground up. You’ll be part of a small, ambitious team with the freedom to create, experiment and raise the bar for legal tech.
You’ll work alongside smart, supportive people who move fast and care deeply about quality. If you’re motivated by ownership, pace and visible impact, you’ll feel at home here.
We’re looking for a Implementation Lead to act as a player-manager who owns and scales the delivery of Avvoka to our customer base of large corporates and top law firms. You’ll work with a team of implementation CSMs who configure Avvoka, integrate it with customer systems, and deliver a seamless onboarding experience. This role is responsible for ensuring enterprise clients achieve rapid time to value, adopt best practices early, and are set up for long-term success from day one. You’ll define how implementation is delivered at Avvoka, balancing speed, quality, and scalability across our largest and most complex customers.
Department: Customer Success
Track: Manager
Reports to: Head of Customer Success
Direct Reports: 5 Implementation CSMs
Location: Remote-first with 2-3 days a week in person (WeWork Waterloo, London)
Working Hours: Generally 9:00–17:30 GMT, with 1 hour’s lunch break
Compensation: Competitive, based on experience
Start Date: Flexible - we’d love you to join soon
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.
To ensure your application has the best opportunity of success, your CV could cover the below measures of success with quantifiable results (e.g. percentages, growth, reductions, impact)
Reduced average time-to-production for implementations from X weeks → Y weeks (e.g., 40% reduction).
Increased customer onboarding completion rate (or first-month active usage) by X% and maintained NPS/CSAT ≥ target.
Built or scaled a team from N → M staff, with documented playbooks.
The ideal candidate would have:
Management experience of a Customer Success team, delivering technical SaaS implementations & onboarding OR several years experience as an excellent Senior Customer Success Manager
Strong technical aptitude: APIs, SSO/OAuth and other integrations (Docusign, iManage).
A bias toward execution, structure, and accountability, with the judgment to adapt when needed.
Excellent customer-facing skills: able to run discovery workshops, present to senior execs/product champions and translate needs into delivery plans.
Bonus points if:
You have experience in legal tech, CLM
You have experience as a lawyer/at a large law firm.
Core attributes we value across all roles:
Adaptability in dynamically evolving settings
A proactive, solution-focused mindset with ownership
A collaborative spirit, supporting and mentoring others
💡 If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply anyway — you might be just the candidate we’re looking for.
CV Review: Our People team reviews all applications carefully.
Screening Call (15m): A quick virtual chat with our People team to learn more about you and answer any initial questions.
Stage 1 – Assessment Interview (30–45m): A virtual assessment interview with the Hiring Manager focused on your experience and approach.
Stage 2 – Senior Interview (for senior roles): An additional conversation with members of the leadership team.
Stage 3 - Automation exercise: A chance for you to test and use the solution you’d be helping clients love. A chance for us to assess how you reason through problems and solve them creatively.
Meet the senior team: Where possible, we’ll invite shortlisted candidates to visit our WeWork Waterloo office to meet the wider team, including some of our SLT.
We aim to make an offer to the successful candidate within a month of application, but this will vary by role and seniority.
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
We are an equal opportunity employer that celebrates diversity and inclusion. We welcome applications from individuals of all backgrounds, identities, and experiences - including those from underrepresented groups - and are happy to provide reasonable adjustments for candidates with disabilities during the recruitment process.