Customer Success Manager - Implementation

Department: Customer Success

Track: Individual Contributor

Reports to: Head of Customer Success

Direct Reports: N/A

Location: Hybrid (WeWork Waterloo)

Schedule: Full-time, permanent | Mon-Fri, 9:00-5:30pm(GMT)

Compensation: Competitive, based on experience

Start Date: Flexible — we’d love you to join soon

About Us

Avvoka is a fast-growing legal technology scale-up specialising in document automation. Our platform empowers legal, commercial, and operations teams to draft, negotiate, and manage contracts more efficiently - reducing friction, improving compliance, and accelerating deal cycles.

We’re trusted by leading global organisations, from Magic Circle law firms to major financial institutions and international franchises. Our technology has supported everything from billion-pound transactions to cross-border partnership agreements.

Avvoka is in an exciting growth phase - evolving from a bootstrapped start-up to a scale-up, with 60% growth in headcount and over 70% organic revenue growth in the past year.

Who You Are

We are looking for a Customer Success Manager who focuses on implementation, to work directly with our clients, ensuring they fully leverage Avvoka's platform to meet their business needs. This role requires a technical aptitude, an understanding of coding principles like boolean logic, and experience with contract automation. A great candidate could have a background in computer science, game design, QA, data analytics or strong logic based technical backgrounds, would be a great fit!

Key Responsibilities

1. Deliver a Stellar Customer Success Journey

• Guide clients through the full customer success lifecycle: Purchase, Onboarding, Adoption, Retention, Expansion, Advocacy, and Churn Reduction.
• Deliver tailored onboarding and training programs to address specific client use cases and industry challenges, and provide advanced training on features such as field logic, conditional formatting, and automated workflows, ensuring clients understand how to build complex templates and leverage boolean logic effectively.
• Share best practices for clients on updates to the platform, advanced features, and integration opportunities with their existing systems.

2. Client Relationship Management

• Build strong relationships by deeply understanding clients' objectives and ensuring they achieve measurable success with Avvoka.
• Act as the first point of contact for resolving technical inquiries, troubleshooting issues, and proactively identifying opportunities for optimization.
• Monitor client usage metrics and health scores, using data to identify opportunities to improve adoption and satisfaction.

3. Product Revenue Generation

• Identify opportunities for upselling and cross-selling additional features, integrations, or consulting services.
• Conduct regular business reviews to demonstrate ROI and showcase how Avvoka adds value to their operations.
• Collaborate closely with the sales and product teams to drive account growth, retention, and renewals.

4. Product Enablement and Technical Expertise

• Develop and maintain user guides, best practice documentation, and training materials to empower clients and streamline internal CSM workflows.
• Provide advanced technical support, including troubleshooting template issues, explaining conditional logic, or assisting with API-based integrations.
• Identify areas for improvement in the client journey and develop strategies to address common challenges faced by users in contract automation.

5. Operational and Strategic Contribution

• Track client interactions, monitor engagement metrics, and maintain records of risks or opportunities in the CRM.
• Support internal teams by representing client needs during product roadmap discussions and strategy sessions.
• Collaborate with other departments to drive innovation and ensure customer-focused product development.

Key Measures Of Success

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)

• Customer Health Score: Maintaining high client satisfaction, adoption, and engagement metrics.
• Upsell and Cross-Sell Revenue: Generating additional revenue through expanded client use of Avvoka.
• Time to Value: Reducing the time it takes for clients to see tangible benefits after onboarding.
• Churn Rate: Minimizing client turnover by addressing risks and improving client outcomes.

Person Specification

The Ideal Candidate Would Have:

• Strong technical aptitude with an ability to learn and explain complex software features to non-technical users.
• Proficiency in understanding field logic, boolean expressions, and other coding principles used in contract automation tools.
• Proven experience managing multiple client accounts and projects simultaneously, maintaining organization and attention to detail.
• Excellent communication skills, capable of simplifying complex concepts and fostering trust with stakeholders at all levels.
• Demonstrated ability to identify and proactively solve client issues with flexibility and creativity.

The Desirable Candidate Would Have:

• Prior experience in a Customer Success Manager role within SaaS, legal tech, or contract management industries.
• Familiarity with the challenges faced by legal teams, particularly in contract drafting, negotiation, and lifecycle management.
• Experience driving revenue growth through account management, upselling, and cross-selling.

In addition to the technical and professional skills, there are certain 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.

Our Hiring Process

• 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.
• Meet the Team: Where possible, we’ll 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.

Why Join Us

At Avvoka, you’ll join a considerate, innovative, and inclusive team where every voice matters. You’ll be instrumental in shaping our expansion into financial services - helping major institutions modernise how they handle legal and commercial documentation - while advancing your own career in enterprise SaaS sales.

Benefits

• Remote First hybrid 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.