Customer Success Manager engaging with enterprise finance leaders, leveraging AI insights for business value at Sidetrade. Fostering relationships and managing a portfolio of enterprise customers.
About the role
- Implementation Lead responsible for scaling Avvoka's software delivery and leading implementation CSMs to ensure client success.
Responsibilities
- 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.
Requirements
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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