Customer Success Manager - Implementation; Talent Pool

Position: Customer Success Manager - Implementation (Talent Pool)
Location: Greater London

Customer Success Manager - Implementation (Talent Pool)

Join to apply for the Customer Success Manager - Implementation (Talent Pool) role at Avvoka.

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. Our technology has supported everything from billion‑pound transactions to cross‑border partnership agreements.

Avvoka is in an exciting growth phase — evolving from a bootstrapped start‑up to a scale‑up, with 60% growth in headcount and over 70% organic revenue growth in the past year.

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. A great candidate could have a background in computer science, game design, QA, data analytics or strong logic‑based technical backgrounds, would be a great fit!

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, ensuring clients understand how to build complex templates and leverage boolean logic effectively.
• Share best practices for clients on updates to the platform, advanced features, and integration opportunities with their existing systems.

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 optimisation.
• Monitor client usage metrics and health scores, using data to identify opportunities to improve adoption and satisfaction.

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.
• Collaborate closely with the sales and product teams to drive account growth, retention, and renewals.

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.
• Identify areas for improvement in the client journey and develop strategies to address common challenges faced by users in contract automation.

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.
• Collaborate with other departments to drive innovation and ensure customer‑focused product development.

Key Measures of Success

To ensure your application has the best opportunity of success, your CV could cover the below measures of success with quantifiable results (e.g. percentages, growth, reductions, impact).

• Customer Health Score
  :
  Maintaining high client satisfaction, adoption, and engagement metrics.
• Upsell and Cross‑Sell Revenue
  :
  Generating…