Technical Account Manager Legal Tech SaaS

Location: London or Edinburgh (UK). Remote/hybrid options available.
Employment type: Full-time Hours: 09:0017:30 MonFri (occasional flexibility)

About the role

Were looking for a hands-on Technical Account Manager to be the technical relationship partner for our arbitral institution customers. Youll bridge the gap between technical delivery and customer successowning customer health driving adoption and ensuring operational stability. Youll report to the Head of Arbitral Institutions and collaborate closely with Support Implementation Product and Development.

What youll do

Relationship & performance management

• Act as the primary technical point of contact with deep product expertise.

• Co-create account plans and KPIs with the Head of Arbitral Institutions.

• Run recurring business reviews: usage insights best practices adoption plays.

• Track customer health and platform KPIs proactively flagging risks/opportunities.

• Lead post-incident reviews with Support and drive preventative actions.

• Identify expansion and better-utilisation opportunities.

Escalation management & delivery

• Triage and resolve client issues coordinating cross-functional input as needed.

• Manage internal escalations balancing customer needs with roadmap and capacity.

• Scope and implement configuration changes; take a hands-on approach when feasible.

• Serve as the escalation point for unresolved tickets.

• Translate enhancement requests into clear product-ready requirements.

• Document recurring requests and feed into continuous improvement of product and service.

• Oversee BAU project delivery for existing clients and help draft related assets.

Internal collaboration & growth

• Ensure a smooth transition from Implementation to BAU.

• Partner on upsell/expansion opportunities.

• Act as a subject matter expert with Product and Sales to ideate and refine enhancements.

What youll bring

• 5 years in a technical customer-facing role at a SaaS company (legal tech a plus).

• Proven relationship management skills backed by strong technical/service delivery chops.

• Solid understanding of web technologies APIs data integrations and enterprise ecosystems.

• Comfortable with configuration and platform administration.

• Ability to grasp SaaS architecture and system dependencies; analytical problem-solver.

• Commercial awareness of how technical enablement drives retention and growth.

• Excellent communicationexplain complex concepts clearly; strong documentation skills.

• Organised detail-driven able to prioritise across multiple workstreams in a fast pace.

• Team player whos happy to roll up sleeves and operate autonomously when needed.

• Proficiency with Freshdesk Jira Confluence Pendo Power BI (or similar).

• Willingness to travel as needed.

Nice to have

• Experience with arbitral institutions courts legal services or justice sector tech.

• Familiarity with data privacy regimes (UK GDPR) and change/release processes (ITIL/SDLC).

• Working knowledge of SQL Postman or BI dashboards.

Location & hours

• Base: London or Edinburgh office; remote/hybrid welcome (UK-based).

Standard hours 09:0017:30 (MonFri); occasional extended hours to meet business needs.

Right to work

• Applicants must have the right to work in the UK at time of application.