Implementation Lead – Customer Success

Avvoka

full-time

Posted on: 1/5/2026

Location Type: Hybrid

Location: London • United Kingdom

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About the role

Lead & grow the implementation team
Recruit, 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.
Deliver integrations (APIs, SSO, data migrations) and custom automation when required.
Ensure project plans, milestones and stakeholder comms are crystal clear and delivered on time.
Build repeatable playbooks, processes & automation
Create standardised implementation templates, checklists and automation to reduce manual effort.
Implement SLAs, project KPIs and a playbook for common implementation patterns.
Continuously measure and reduce time-to-live for new customers.
Partner across Product, CS & Sales
Feed customer requirements back to Product — help prioritise product improvements that reduce implementation effort.
Work with Sales to produce accurate scoping and handover artefacts.
Collaborate with Customer Success to ensure adoption milestones and ROI are met post-go-live.

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, data migration, and comfort reading/debugging code/configs.
A 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 execs and translate needs into delivery plans.
Bonus points if You have experience in legal tech, CLM, contract automation, or related workflows.
You’ve worked with Ruby on Rails or have prior exposure to Avvoka-style template/automation systems.

Benefits

Remote First 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

Tip: use these terms in your resume and cover letter to boost ATS matches.

APIsSSOdata migrationRuby on Railsdebuggingimplementationautomationproject managementcustomer onboardingtechnical SaaS

leadershipmentoringcoachingcommunicationexecutionstructureaccountabilityadaptabilitycustomer-facingcollaboration