AI Customer Operations Lead – Fletchers AI in Manchester

We are looking for a founding Customer Operations Leader to define and deliver our go-to-market strategy for our AI products. This role will work at the intersection of sales, customer success & onboarding, and product. It is a high-autonomy role within our AI team, with a clear mandate to design and run the commercial operating model for early-stage SaaS products. It will be hands-on, especially at the start, and you’ll be doing a wide range of activities across the sales and support lifecycle before scaling up a team of 2-5 in Customer Operations and Account Management over 6-12 months.

The AI team is currently 14 people covering Data Science, Engineering, and Product, and operates as a fast-moving start-up-style unit within the wider group. We are building and commercialising AI products for internal use at Fletchers Solicitors and for external customers across the legal sector and beyond. Unlike many early-stage ventures, we are not starting from zero: we benefit from an established customer base, strong industry relationships, and the business development, marketing, and operational infrastructure of the wider group.

This role is about bringing strong SaaS implementation and customer success expertise into an environment where demand, credibility, and access already exist — and turning that into a repeatable, scalable, and well-run customer operation. It’ll also mean setting up the customer success function for our first users – our own legal teams. You will be responsible for shaping how we sell, onboard, support, and retain customers, and for ensuring that customer insight feeds directly back into product strategy and prioritisation. As our product portfolio and customer base grow, this role will be central to defining how our AI business scales.

We’re early in this journey, so it is difficult to say exactly what your day-to-day will be like, and this will change a lot over time. You will be crucial for defining your own role and future team, with input from the wider AI team, and the sales/customer support network we have in other functions. We’re looking for someone who has previously helped build or scale SaaS GTM motions and enjoys working in ambiguous, early-stage environments — where the task is as much about defining the system as running it and being hands-on in delivery.

• Pre-sale & Go-to-Market Execution

• Work with those in the wider group’s sales network to define and execute customer outreach and engagement strategies, leveraging the group’s existing network and industry presence.
• Own the GTM approach of our AI tools, early sales activities, and define the roles of a wider GTM team in time.
• Refine product positioning, value propositions, and sales narratives in collaboration with Product and leadership.
• Coordinate and deliver sales activity including demos, pilots, trials, and contract discussions.
• Understand what we’re building, articulate how it works (to a range of technical or non-technical audiences) and how it adds value.
• Drive, and support marketing activity like conferences, events, and sales materials, ensuring consistency and relevance.

• Own and manage customer onboarding and trial processes, acting as the primary point of coordination between customers and internal teams.
• Establish repeatable onboarding playbooks and processes that will scale as customer volume increases.

• Define customer success metrics and account management routines and deliver these for our early customers.
• Own ongoing customer relationships, including regular check-ins, updates, and performance reviews.
• Manage renewals and identify opportunities for upsell or expansion where appropriate.
• Ensure customer issues, feedback, and risks are surfaced early and handled effectively.

• Define and maintain the management information, dashboards, and reporting required to track GTM and customer success performance.
• Act as a key feedback conduit between customers and the Product team, ensuring customer insight informs roadmap decisions.
• Contribute to shaping how product MI, analytics, and tooling support sales and account management.
• Advocate for new product ideas and developments grounded in customer need and commercial opportunity.

• Proven ownership in customer-facing or commercial roles - spanning SaaS go-to-market, customer operations, and the full customer lifecycle (pre-sale through renewals).
• Hands-on experience across multiple parts of the customer lifecycle - you’ve personally run customer engagements or consultancy projects, not just managed them.
• Comfortable operating in early-stage or scaling contexts, where processes are being defined, refined, and stress-tested in real time.
• Strong commercial judgement, with the ability to balance customer needs, product constraints, and long-term business goals.
• Highly autonomous operator with a track record of taking ambiguous problems and turning them into structured, repeatable ways of working.
• Excellent communicator across technical and non-technical audiences, comfortable working with customers, senior stakeholders, and product/engineering teams.
• Strong analytical capability, with the confidence to define metrics, interpret data, and use insight to drive decisions.
• UK-based, with the ability to attend in-person meetings & sales activities, predominantly around the North-West; fluent in English.
• Experience scaling GTM or customer success functions, in any context.
• Exposure to professional services, regulated industries, or enterprise customers.
• Enthusiasm for and/or experience with AI technologies.

• Bonus scheme (subject to targets being met).
• 35 days holiday a year including bank holidays and Christmas Closure, with an option to purchase up to 3 extra days’ holiday per year.
• Pension scheme with tax-efficient salary sacrifice option.
• Life Assurance Policy.
• Medicash policy to cover some dental, optical and other medical expenses.
• Company sick pay.
• Enhanced Maternity, Paternity and IVF schemes.
• Flexible, agile working environment with a positive work-life balance.
• Varied calendar of funded company social events.
• Monthly voucher awards for winning nominees.
• A genuinely supportive and friendly culture.
• Ongoing training and professional development opportunities.

We want to grow quickly, so may have to close this role early depending on candidate quality and volume.

Fletchers is a rapidly growing consumer law firm specialising in personal injury and clinical negligence, with outstanding rankings amongst law firms. We were one of the first consumer law firms to deploy a machine learning tool for legal work and were one of the first law firms to have a dedicated AI department. Since then, we have been experimenting with a broader range of ML techniques, extending those tools already in use, and productionising new ones through our growing data science & engineering teams.

We believe that we are well positioned to leverage Fletchers’ unique legal-medical dataset and industry expertise to build AI tools that will shape the future of consumer law. We are well funded through our Private Equity backers, which allows us to invest heavily in the development of sector-specific AI tools that assist, automate, and augment our specialist legal work.

Fletchers is headquartered in the North-West of the UK, with offices in various locations. Many colleagues work primarily from home. The existing AI team is distributed across several cities, and we typically meet in person once or twice per month.

Our workplace culture is inclusive, informal, and supportive, with a strong focus on colleague wellbeing and happiness. We are proud to offer some of the best hybrid and flexible working arrangements in the industry — because we understand that balance drives performance. We aspire to be the best place to work in the legal sector.