Implementation Lead - Customer Success We help teams move faster through complex contracts using automation, collaboration and AI—lawyers firmly in control. As one of Australia’s fastest‑growing legal‑tech scale‑ups, we are turning a product‑led company into a global brand trusted by leading law firms, banks and enterprises. Why Join Us Rare opportunity to shape Avvoka’s brand from the ground up. Work with a small, ambitious team that values ownership, speed and quality. If you thrive on responsibility, can build high‑impact processes and enjoy owning end‑to‑end delivery, you’ll feel at home here. The Role As Implementation Lead, you’ll own and scale the delivery of Avvoka to large corporate and top law‑firm customers. You’ll manage a team of implementation CSMs, build scalable onboarding, ensure rapid time‑to‑value and define the implementation framework at Avvoka. Role Details

Department: Customer Success Track: Manager Reports to: Head of Customer Success Direct Reports: 5 Implementation CSMs Location: Remote‑first with 2‑3 days in person (WeWork Waterloo, London) Working Hours: 9:00–17:30 GMT, 1 hour lunch Compensation: Competitive, based on experience Start Date: Flexible – we’d love you to join soon

What You’ll Do

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 during the first 100 days. Deliver integrations (APIs, SSO, data migrations) and custom automation when required. Ensure project plans, milestones and stakeholder communications 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 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 Customer Success colleagues who look after value realisation to ensure adoption milestones and ROI are met post‑go‑live.

What Success Looks Like Quantifiable results such as:

Reduced average time‑to‑production for implementations (e.g., 40% reduction). Increased customer onboarding completion rate or first‑month active usage by X% while maintaining NPS/CSAT ≥ target. Built or scaled a team from N to M staff with documented playbooks.

What You’ll Bring

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). 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 executives/product champions and translate needs into delivery plans.

Bonus points if:

You have experience in legal tech, CLM. You have experience as a lawyer or 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.

Our Hiring Process

CV Review: Our People team reviews all applications carefully. Screening Call (15 min): A quick virtual chat with our People team. Stage 1 – Assessment Interview (30–45 min): Virtual interview focused on your experience and approach. Stage 2 – Senior Interview: Conversation with members of the leadership team (for senior roles). Stage 3 – Automation Exercise: Test and use the solution you’d be helping clients love. Meet the senior team: Invitation to visit our WeWork Waterloo office to meet the wider team and some of our SLT.

We aim to make an offer within a month of application, although timelines may vary by role and seniority. Benefits

Customer Success bonus scheme if key KPIs are met. Remote‑first working – choose your days in office based on operational needs. 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. #J-18808-Ljbffr