Client Success Director
Soar With Us
Customer Success Manager – Implementation
Avvoka
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
- Share best practices for clients on updates to the platform, advanced features, and integration opportunities with their existing systems.
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
- 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.
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
field logicconditional formattingautomated workflowsAPI-based integrationsboolean expressionscontract automation toolstechnical supportclient usage metricsengagement metricsCRM
Soft skills
communication skillsproblem-solvingorganizationattention to detailrelationship buildingflexibilitycreativitytrust fosteringclient advocacytraining delivery
