Technical Customer Success Manager
Avvoka
Full-time
On-site
London, City of, United Kingdom
<h2 id="about-us">About Us</h2>
<p>Avvoka is a document automation, negotiation, and analytics tech platform used by law firms, in-house legal, and business teams. We are a dynamic team with offices in London and Singapore, and our international customer base includes law firms and corporates such as Allen & Overy, HSBC, McDonald’s, and Warner Bros Discovery. Avvoka has been featured in several publications including The Lawyer, LegalWeek, Legal Business, Legal IT Insider, and Artificial Lawyer. At Avvoka, expect an inclusive environment where each team member is encouraged to ask questions, contribute creatively, and work smarter, not harder.</p>
<h2 id="what-were-looking-for">What We're Looking For</h2>
<p>We are looking for a Technical Customer Success Manager 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!</p>
<h2 id="key-responsibilities">Key Responsibilities</h2>
<h2 id="1-deliver-a-stellar-customer-success-journey">1. Deliver a Stellar Customer Success Journey</h2>
<ul>
<li>Guide clients through the full customer success lifecycle: Purchase, Onboarding, Adoption, Retention, Expansion, Advocacy, and Churn Reduction.</li>
<li>Deliver tailored onboarding and training programs to address specific client use cases and industry challenges.</li>
<li>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.</li>
<li>Share best practices for clients on updates to the platform, advanced features, and integration opportunities with their existing systems.</li>
</ul>
<h2 id="2-client-relationship-management">2. Client Relationship Management</h2>
<ul>
<li>Build strong relationships by deeply understanding clients' objectives and ensuring they achieve measurable success with Avvoka.</li>
<li>Act as the first point of contact for resolving technical inquiries, troubleshooting issues, and proactively identifying opportunities for optimization.</li>
<li>Monitor client usage metrics and health scores, using data to identify opportunities to improve adoption and satisfaction.</li>
<li>Gather client feedback and collaborate with the product team to prioritize feature requests or enhancements.</li>
</ul>
<h2 id="3-product-revenue-generation">3. Product Revenue Generation</h2>
<ul>
<li>Identify opportunities for upselling and cross-selling additional features, integrations, or consulting services.</li>
<li>Conduct regular business reviews to demonstrate ROI and showcase how Avvoka adds value to their operations.</li>
<li>Collaborate closely with the sales and product teams to drive account growth, retention, and renewals.</li>
</ul>
<h2 id="4-product-enablement-and-technical-expertise">4. Product Enablement and Technical Expertise</h2>
<ul>
<li>Become a subject matter expert on Avvoka's platform, including field logic, automated workflows, conditional clauses, and integrations.</li>
<li>Develop and maintain user guides, best practice documentation, and training materials to empower clients and streamline internal CSM workflows.</li>
<li>Provide advanced technical support, including troubleshooting template issues, explaining conditional logic, or assisting with API-based integrations.</li>
<li>Identify areas for improvement in the client journey and develop strategies to address common challenges faced by users in contract automation.</li>
</ul>
<h2 id="5-operational-and-strategic-contribution">5. Operational and Strategic Contribution</h2>
<ul>
<li>Track client interactions, monitor engagement metrics, and maintain records of risks or opportunities in the CRM.</li>
<li>Support internal teams by representing client needs during product roadmap discussions and strategy sessions.</li>
<li>Collaborate with other departments to drive innovation and ensure customer-focused product development.</li>
</ul>
<h2 id="person-specification">Person Specification</h2>
<h2 id="essential-skills--experience">Essential Skills & Experience</h2>
<ul>
<li>Strong technical aptitude with an ability to learn and explain complex software features to non-technical users.</li>
<li>Proficiency in understanding field logic, boolean expressions, and other coding principles used in contract automation tools.</li>
<li>Proven experience managing multiple client accounts and projects simultaneously, maintaining organization and attention to detail.</li>
<li>Excellent communication skills, capable of simplifying complex concepts and fostering trust with stakeholders at all levels.</li>
<li>Demonstrated ability to identify and proactively solve client issues with flexibility and creativity.</li>
</ul>
<h2 id="desirable-skills--experience">Desirable Skills & Experience</h2>
<ul>
<li>Prior experience in a Customer Success Manager role within SaaS, legal tech, or contract management industries.</li>
<li>Familiarity with the challenges faced by legal teams, particularly in contract drafting, negotiation, and lifecycle management.</li>
<li>Experience driving revenue growth through account management, upselling, and cross-selling.</li>
<li>Relevant certifications in customer success, project management, or account management (e.g., Certified Customer Success Manager).</li>
<li>Knowledge of APIs, software integrations, or enterprise IT systems is a plus.</li>
</ul>
<h2 id="key-measures-of-success">Key Measures of Success</h2>
<ul>
<li><strong>Customer Health Score</strong>: Maintaining high client satisfaction, adoption, and engagement metrics.</li>
<li><strong>Upsell and Cross-Sell Revenue</strong>: Generating additional revenue through expanded client use of Avvoka.</li>
<li><strong>Time to Value</strong>: Reducing the time it takes for clients to see tangible benefits after onboarding.</li>
<li><strong>Churn Rate</strong>: Minimizing client turnover by addressing risks and improving client outcomes.</li>
</ul>
<p>This role is perfect for someone who thrives at the intersection of technology and client success. You’ll work closely with innovative legal teams, empowering them to streamline contract processes and unlock the full potential of Avvoka’s platform.</p>
<p>Avvoka is a document automation, negotiation, and analytics tech platform used by law firms, in-house legal, and business teams. We are a dynamic team with offices in London and Singapore, and our international customer base includes law firms and corporates such as Allen & Overy, HSBC, McDonald’s, and Warner Bros Discovery. Avvoka has been featured in several publications including The Lawyer, LegalWeek, Legal Business, Legal IT Insider, and Artificial Lawyer. At Avvoka, expect an inclusive environment where each team member is encouraged to ask questions, contribute creatively, and work smarter, not harder.</p>
<h2 id="what-were-looking-for">What We're Looking For</h2>
<p>We are looking for a Technical Customer Success Manager 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!</p>
<h2 id="key-responsibilities">Key Responsibilities</h2>
<h2 id="1-deliver-a-stellar-customer-success-journey">1. Deliver a Stellar Customer Success Journey</h2>
<ul>
<li>Guide clients through the full customer success lifecycle: Purchase, Onboarding, Adoption, Retention, Expansion, Advocacy, and Churn Reduction.</li>
<li>Deliver tailored onboarding and training programs to address specific client use cases and industry challenges.</li>
<li>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.</li>
<li>Share best practices for clients on updates to the platform, advanced features, and integration opportunities with their existing systems.</li>
</ul>
<h2 id="2-client-relationship-management">2. Client Relationship Management</h2>
<ul>
<li>Build strong relationships by deeply understanding clients' objectives and ensuring they achieve measurable success with Avvoka.</li>
<li>Act as the first point of contact for resolving technical inquiries, troubleshooting issues, and proactively identifying opportunities for optimization.</li>
<li>Monitor client usage metrics and health scores, using data to identify opportunities to improve adoption and satisfaction.</li>
<li>Gather client feedback and collaborate with the product team to prioritize feature requests or enhancements.</li>
</ul>
<h2 id="3-product-revenue-generation">3. Product Revenue Generation</h2>
<ul>
<li>Identify opportunities for upselling and cross-selling additional features, integrations, or consulting services.</li>
<li>Conduct regular business reviews to demonstrate ROI and showcase how Avvoka adds value to their operations.</li>
<li>Collaborate closely with the sales and product teams to drive account growth, retention, and renewals.</li>
</ul>
<h2 id="4-product-enablement-and-technical-expertise">4. Product Enablement and Technical Expertise</h2>
<ul>
<li>Become a subject matter expert on Avvoka's platform, including field logic, automated workflows, conditional clauses, and integrations.</li>
<li>Develop and maintain user guides, best practice documentation, and training materials to empower clients and streamline internal CSM workflows.</li>
<li>Provide advanced technical support, including troubleshooting template issues, explaining conditional logic, or assisting with API-based integrations.</li>
<li>Identify areas for improvement in the client journey and develop strategies to address common challenges faced by users in contract automation.</li>
</ul>
<h2 id="5-operational-and-strategic-contribution">5. Operational and Strategic Contribution</h2>
<ul>
<li>Track client interactions, monitor engagement metrics, and maintain records of risks or opportunities in the CRM.</li>
<li>Support internal teams by representing client needs during product roadmap discussions and strategy sessions.</li>
<li>Collaborate with other departments to drive innovation and ensure customer-focused product development.</li>
</ul>
<h2 id="person-specification">Person Specification</h2>
<h2 id="essential-skills--experience">Essential Skills & Experience</h2>
<ul>
<li>Strong technical aptitude with an ability to learn and explain complex software features to non-technical users.</li>
<li>Proficiency in understanding field logic, boolean expressions, and other coding principles used in contract automation tools.</li>
<li>Proven experience managing multiple client accounts and projects simultaneously, maintaining organization and attention to detail.</li>
<li>Excellent communication skills, capable of simplifying complex concepts and fostering trust with stakeholders at all levels.</li>
<li>Demonstrated ability to identify and proactively solve client issues with flexibility and creativity.</li>
</ul>
<h2 id="desirable-skills--experience">Desirable Skills & Experience</h2>
<ul>
<li>Prior experience in a Customer Success Manager role within SaaS, legal tech, or contract management industries.</li>
<li>Familiarity with the challenges faced by legal teams, particularly in contract drafting, negotiation, and lifecycle management.</li>
<li>Experience driving revenue growth through account management, upselling, and cross-selling.</li>
<li>Relevant certifications in customer success, project management, or account management (e.g., Certified Customer Success Manager).</li>
<li>Knowledge of APIs, software integrations, or enterprise IT systems is a plus.</li>
</ul>
<h2 id="key-measures-of-success">Key Measures of Success</h2>
<ul>
<li><strong>Customer Health Score</strong>: Maintaining high client satisfaction, adoption, and engagement metrics.</li>
<li><strong>Upsell and Cross-Sell Revenue</strong>: Generating additional revenue through expanded client use of Avvoka.</li>
<li><strong>Time to Value</strong>: Reducing the time it takes for clients to see tangible benefits after onboarding.</li>
<li><strong>Churn Rate</strong>: Minimizing client turnover by addressing risks and improving client outcomes.</li>
</ul>
<p>This role is perfect for someone who thrives at the intersection of technology and client success. You’ll work closely with innovative legal teams, empowering them to streamline contract processes and unlock the full potential of Avvoka’s platform.</p>