At a Glance
- Tasks: Guide clients through onboarding and ensure they maximise Avvoka's platform for success.
- Company: Join Avvoka, a fast-growing legal tech scale-up revolutionising document automation.
- Benefits: Enjoy competitive pay, private health insurance, remote work, and 25 days annual leave.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Be part of a dynamic team shaping the future of legal documentation in major institutions.
- Qualifications: Technical aptitude and experience in client management; coding knowledge is a plus.
The predicted salary is between 40000 - 50000 £ per year.
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.
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.
Key Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Key Measures of Success
- 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: Minimising 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 organisation 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
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.
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.
- 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
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 hiring process.
Customer Success Manager - Implementation in London employer: Avvoka
At Avvoka, we pride ourselves on being a forward-thinking employer that values innovation and inclusivity. Our hybrid working model allows for flexibility while you contribute to our exciting growth in the legal tech space, supported by a competitive compensation package and comprehensive benefits including private health insurance and a generous annual leave policy. Join us at our vibrant WeWork Waterloo location, where you'll have access to modern amenities and a collaborative culture that fosters personal and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Implementation in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities you might not find on job boards.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re genuinely interested in their mission and how you can contribute to their success.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills align with the role of Customer Success Manager. Highlight your technical aptitude and experience in client management.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re keen on joining our team!
We think you need these skills to ace Customer Success Manager - Implementation in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Customer Success Manager role. Highlight any technical aptitude and experience in client management, as these are key for us at Avvoka.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer success and how you can help our clients leverage Avvoka's platform. Be specific about your past experiences and how they relate to the role.
Showcase Your Technical Skills:Since this role requires a good understanding of coding principles, don’t shy away from mentioning any relevant technical skills or projects. We want to see how you can simplify complex concepts for our clients.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at Avvoka
✨Know Your Stuff
Make sure you understand Avvoka's platform inside and out. Familiarise yourself with document automation, boolean logic, and the specific features mentioned in the job description. This will help you answer technical questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Client Management Skills
Prepare examples from your past experiences where you've successfully managed client relationships. Highlight how you’ve helped clients achieve their goals, resolved issues, or improved their satisfaction. This will demonstrate your ability to deliver a stellar customer success journey.
✨Be Ready for Technical Questions
Since this role requires a strong technical aptitude, brush up on your coding principles and be prepared to discuss how you would explain complex software features to non-technical users. Think about how you can simplify these concepts during the interview.
✨Ask Insightful Questions
Prepare thoughtful questions about Avvoka’s growth, product roadmap, and how the Customer Success Manager role contributes to the company’s objectives. This shows your enthusiasm for the position and helps you gauge if the company is the right fit for you.
