Graduate Customer Success Manager - Implementation

We’re Avvoka

We building drafting technology that's transforming the way the world contracts - our platform helps legal teams move faster through contracts using automation and AI, without taking judgement away from the lawyers in control. We believe technology should amplify expertise, not replace it.

Avvoka is trusted by over 20% of the AmLaw 100 law firms, global banks and enterprises, and we've grown largely through product strength. With headcount and revenue contuining to scale rapidly year on year, we're now moving from a product-led path into a globally recognised legal-tech brand.

We're at an inflection point: evolving how the world's most sophisticated legal teams work — and building a company where thoughtful people can do the best work of their careers.

Why join us

This is a graduate role where you’ll learn how enterprise teams actually buy, implement, and adopt software — and you’ll do it in a way that’s unusually close to the product. You’ll become the person who can translate “what the business needs” into “how the system should behave,” using logic, structure, and clear thinking.

You’ll join a Customer Success team that works with some of the most sophisticated legal and commercial teams in the world, helping them modernise how they draft and manage contracts. The work is hands-on, and you’ll build confidence quickly by shipping real outcomes: templates that behave correctly, onboarding plans that stick, and training that helps users become independent.

Zooming out, you’ll be part of a company moving from product-led growth into a globally recognised legal-tech brand — which means you’ll have real ownership early on, and your work will have a visible impact on how our customers (and our team) scales.

Role details

• Department: Customer Success

• Track: Individual Contributor

• Reports to: Implementation Lead

• Location: Hybrid, based at WeWork Waterloo, London

• Working hours: 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

What you’ll do

Run high-quality onboarding and implementations

• Support customers from kickoff through go-live, keeping plans clear, realistic, and outcome-focused.

• Translate customer requirements into working drafting workflows, including conditional logic and structured template behaviour.

• Deliver training that helps users understand not just what to click, but why the system behaves the way it does.

Become a trusted problem-solver for customers

• Troubleshoot issues and unblock users quickly, communicating clearly and calmly.

• Build strong stakeholder relationships by understanding what “success” means for each customer and how we’ll measure it.

• Spot patterns in questions or friction and turn them into repeatable best practices.

Drive adoption, retention, and expansion

• Track usage signals and customer health, and take action early when adoption dips or risks emerge.

• Run practical check-ins and business reviews that show progress, value, and next steps.

• Identify opportunities to expand usage (new teams, new use cases, advanced features) in a way that’s genuinely helpful.

Strengthen how Customer Success operates at Avvoka

• Improve internal playbooks, customer-facing documentation, and training assets as you learn what works.

• Collaborate closely with Product and Engineering, representing the customer’s context and constraints.

• Keep CRM notes, risks, and opportunities tidy so the whole team can move faster.

What success looks like

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)

• Time to value: customers reach “first live workflow” quickly after kickoff, with clear outcomes delivered within agreed timelines.

• Adoption and customer health: measurable improvements in usage, template output, or process compliance — and strong satisfaction signals from key stakeholders.

• Retention and expansion: clear contribution to renewals and account growth through increased use cases, stakeholders, or feature adoption.

What you’ll bring

The ideal candidate would have:

• A logical, structured way of thinking — you enjoy debugging, spotting edge cases, and making systems behave predictably.

• Comfort with technical fundamentals (e.g. variables, boolean logic, conditional rules), even if you haven’t worked in a formal engineering role.

• Strong written and verbal communication: you can explain complex behaviour in simple terms and adapt your style to different audiences.

• Organisation and ownership: you can manage multiple threads (customers, tasks, timelines) without things slipping.

• A learning mindset: you ask good questions, take feedback well, and improve quickly.

Bonus points if:

• You’ve studied computer science or a similar degree, or have built projects that use logic-heavy systems (game design, QA, data analysis, scripting, automation).

• You’ve worked in a customer-facing role (support, training, account management, implementation, tutoring) where clarity and patience mattered.

• You’re interested in legal tech, contract workflows, or how large organisations operate.

Core attributes we value across all roles:

• Adaptability in dynamically evolving settings

• A proactive, solution-focused mindset with ownership

• A collaborative spirit, supporting and mentoring others

💡 If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply anyway — you might be just the candidate we’re looking for.

Our hiring process

1. CV Review: Our People team reviews all applications carefully.

2. Screening Call (15m): A quick virtual chat with our People team to learn more about you and answer any initial questions.

3. Stage 1 – Assessment Interview (30–45m): A virtual assessment interview with the Hiring Manager focused on your experience and approach.

4. Stage 2 – Senior Interview (for senior roles): An additional conversation with members of the leadership team.

5. Meet the Team: Where possible, we’ll invite shortlisted candidates to visit our WeWork Waterloo office to meet the wider team.

We aim to make an offer to the successful candidate within a month of application, but this will vary by role and seniority.

What we offer

• Hybrid with flexible WFH allowances - 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

Equal opportunities

We are an equal opportunity employer that celebrates diversity and inclusion. We welcome applications from individuals of all backgrounds, identities, and experiences - including those from underrepresented groups - and are happy to provide reasonable adjustments for candidates with disabilities during the recruitment process.