Graduate Customer Success Manager Implementation

Were Avvoka

We building drafting technology thats transforming the way the world contracts - our platform helps legal teams move faster through contracts using automation and AI without taking judgement away from the lawyers in control. We believe technology should amplify expertise not replace it.

Avvoka is trusted by over 20% of the AmLaw 100 law firms global banks and enterprises and weve grown largely through product strength. With headcount and revenue contuining to scale rapidly year on year were now moving from a product-led path into a globally recognised legal-tech brand.

Were at an inflection point: evolving how the worlds most sophisticated legal teams work and building a company where thoughtful people can do the best work of their careers.

Why join us

This is a graduate role where youll learn how enterprise teams actually buy implement and adopt software and youll do it in a way thats unusually close to the product. Youll become the person who can translate what the business needs into how the system should behave using logic structure and clear thinking.

Youll join a Customer Success team that works with some of the most sophisticated legal and commercial teams in the world helping them modernise how they draft and manage contracts. The work is hands-on and youll build confidence quickly by shipping real outcomes: templates that behave correctly onboarding plans that stick and training that helps users become independent.

Zooming out youll be part of a company moving from product-led growth into a globally recognised legal-tech brand which means youll have real ownership early on and your work will have a visible impact on how our customers (and our team) scales.

Role details

• Department: Customer Success
• Track: Individual Contributor
• Reports to: Implementation Lead
• Location: Hybrid based at WeWork Waterloo London
• Working hours: Full-time permanent MonFri 9:005:30pm (GMT)
• Compensation: Competitive based on experience
• Start date: Flexible wed love you to join soon

What youll do

Run high-quality onboarding and implementations

• Support customers from kickoff through go-live keeping plans clear realistic and outcome-focused.
• Translate customer requirements into working drafting workflows including conditional logic and structured template behaviour.
• Deliver training that helps users understand not just what to click but why the system behaves the way it does.

Become a trusted problem-solver for customers

• Troubleshoot issues and unblock users quickly communicating clearly and calmly.
• Build strong stakeholder relationships by understanding what success means for each customer and how well measure it.
• Spot patterns in questions or friction and turn them into repeatable best practices.

Drive adoption retention and expansion

• Track usage signals and customer health and take action early when adoption dips or risks emerge.
• Run practical check-ins and business reviews that show progress value and next steps.
• Identify opportunities to expand usage (new teams new use cases advanced features) in a way thats genuinely helpful.

Strengthen how Customer Success operates at Avvoka

• Improve internal playbooks customer-facing documentation and training assets as you learn what works.
• Collaborate closely with Product and Engineering representing the customers context and constraints.
• Keep CRM notes risks and opportunities tidy so the whole team can move faster.

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)

• Time to value: customers reach first live workflow quickly after kickoff with clear outcomes delivered within agreed timelines.
• Adoption and customer health: measurable improvements in usage template output or process compliance and strong satisfaction signals from key stakeholders.
• Retention and expansion: clear contribution to renewals and account growth through increased use cases stakeholders or feature adoption.

What youll bring

The ideal candidate would have:

• A logical structured way of thinking you enjoy debugging spotting edge cases and making systems behave predictably.
• Comfort with technical fundamentals (e.g. variables boolean logic conditional rules) even if you havent worked in a formal engineering role.
• Strong written and verbal communication: you can explain complex behaviour in simple terms and adapt your style to different audiences.
• Organisation and ownership: you can manage multiple threads (customers tasks timelines) without things slipping.
• A learning mindset: you ask good questions take feedback well and improve quickly.

Bonus points if:

• Youve studied computer science or a similar degree or have built projects that use logic-heavy systems (game design QA data analysis scripting automation).
• Youve worked in a customer-facing role (support training account management implementation tutoring) where clarity and patience mattered.
• Youre interested in legal tech contract workflows or how large organisations operate.

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.

What we offer

• Hybrid with flexible WFH allowances - 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.