AI Customer Operations Lead Fletchers AI

Location: Hybrid primarily remote, with in-person days at least once/month in Manchester, and travel around the UK as customer activities expand

AI Customer Operations Lead Fletchers AI – 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. 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 groups 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
• Onboarding & Delivery
  • 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
• Post-sale, Account Management & Renewals
  • 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
• Operations, Insight & Product Feedback
  • 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,…