Our client is an award-winning, end-to-end legal operations platform purpose-built for in-house legal teams.

The Role This is a unique, senior individual contributor role that sits at the intersection of Customer Success, SaaS Implementation, and Project Delivery. Reporting directly to the COO based in London, you will be the company's primary point of contact for North American clients, owning the full customer lifecycle from initial onboarding through to long-term retention and growth.

This role suits a highly experienced professional who is equally comfortable facilitating executive-level workshops, managing complex implementation projects, and configuring a no-code workflow platform to meet client requirements.

Why This Role A rare opportunity to be the first North American hire at a growing, international legal tech company. Direct reporting line to the COO with genuine influence over how the business develops in Canada and the US. A collaborative, high-calibre team across Australia, the Philippines, and the UK. Competitive compensation with professional development and career growth opportunities.

Key Responsibilities: Customer Success & Relationship Management Own and manage a portfolio of customer relationships, maximising satisfaction, adoption, and retention. Build trusted advisor relationships with key stakeholders, including senior decision-makers. Define measurable success outcomes for each customer and conduct regular reviews to track progress. Monitor customer health, proactively identifying risks and opportunities. Manage escalations professionally and ensure timely resolution. Act as the voice of the customer internally, providing structured feedback to product and operations teams.

Implementation & Onboarding Lead end-to-end onboarding and implementation projects from initiation through to go-live. Facilitate discovery sessions and requirements-gathering workshops with client stakeholders. Configure client environments using the platform's no-code workflow engine. Coordinate User Acceptance Testing (UAT), including test planning, issue tracking, and sign-off. Deliver client training sessions and provide ongoing support through the onboarding process.

Project Coordination & Delivery Manage multiple concurrent implementation projects across various stages of delivery. Develop and maintain project plans, schedules, action registers, and deployment checklists. Track milestones, manage risks and dependencies, and escalate issues where appropriate. Prepare and distribute project status reports to clients and internal stakeholders. Drive continuous improvement of implementation methodologies and onboarding frameworks.

Ongoing Support & Continuous Improvement Provide responsive support throughout the subscription lifecycle. Contribute to internal and client-facing documentation, knowledge base content, and training materials. Identify and implement improvements to customer experience and operational efficieny.

What You Bring Approximately 10 years of experience in a senior customer-facing role within a SaaS or technology environment. A proven track record of leading software implementations and managing complex client relationships. Strong project management skills with experience managing multiple concurrentprojects. Excellent communication skills and confidence engaging with senior stakeholders and executive decision-makers. A solid understanding of SaaS platforms and general cybersecurity principles.