Implementation Lead Customer Success

Were Avvoka

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. Were one of the hottest scale-ups in our discipline with both our headcount and revenue increasing by 70% year on year.

Were trusted by leading law firms banks and enterprises weve grown rapidly through product strength and word of mouth. Now were scaling from a product-led company into a global brand.

Youll help shape the design storytelling and experiences that define the next era of legal technology.

Why Join Us

This is a rare opportunity to build the Avvoka brand from the ground up not inherit it. Youll be part of a small ambitious team with the freedom to create experiment and raise the bar for legal tech.

Youll work alongside smart supportive people who move fast and care deeply about quality. If youre motivated by ownership pace and visible impact youll feel at home here.

The Role

Were looking for a Implementation Lead to own and scale the delivery of Avvokas software products. Youll lead 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. Youll define how implementation is delivered at Avvoka balancing speed quality and scalability across our largest and most complex customers.

Role Details

• Department: Customer Success
• Track: Manager
• Reports to: Head of Customer Success
• Direct Reports: 5 Implementation CSMs
• Location: Remote-first (WeWork Waterloo)
• Working Hours: Generally 9:0017:30 GMT with 1 hours lunch break
• Compensation: Competitive based on experience
• Start Date: Flexible wed love you to join soon

What Youll Do

1. Lead & grow the implementation team

   • Recruit 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.

2. Own end-to-end client implementations

   • Run discovery scoping configuration and handover for strategic customers.
   • 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.

3. Build repeatable playbooks processes & automation

   • Create standardised implementation templates checklists and automation to reduce manual effort.
   • Implement SLAs project KPIs and a playbook for common implementation patterns.
   • Continuously measure and reduce time-to-live for new customers.

4. 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.
   • Collaborate with Customer Success to ensure adoption milestones and ROI are met post-go-live.

What Success Looks Like

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 engineers with documented playbooks and

What Youll Bring

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 data migration and comfort reading/debugging code/configs.
• 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 and translate needs into delivery plans.

Bonus points if

• You have experience in legal tech CLM contract automation or related workflows.
• Youve worked with Ruby on Rails or have prior exposure to Avvoka-style template/automation systems.

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 youre excited about this role but your experience doesnt align perfectly with every qualification we encourage you to apply anyway you might be just the candidate were looking for.

Our Hiring Process

1. CV Review: Our People team reviews all applications carefully.
2. Screening Call (15m): A quick virtual chat with our People team to learn more about you and answer any initial questions.
3. Stage 1 Assessment Interview (3045m): A virtual assessment interview with the Hiring Manager focused on your experience and approach.
4. Stage 2 Senior Interview (for senior roles): An additional conversation with members of the leadership team.
5. Meet the Team: Where possible well invite shortlisted candidates to visit our WeWork Waterloo office to meet the wider team.

We aim to make an offer to the successful candidate within a month of application but this will vary by role and seniority.

Benefits

• Remote First working - Choose your days in office based on operational requirements
• 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

Equal Opportunities

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.