Avail
Customer Success Manager
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TL; DR We're looking for a Customer Success Manager to partner with some of the UK's leading law firms, helping them achieve their business objectives through the successful adoption and utilisation of Avail's products.
You'll own a portfolio of clients, build trusted relationships with stakeholders at all levels, drive product engagement and value realisation, lead Quarterly Business Reviews, and ensure customers continue to see measurable value from their investment in Avail.
This role is ideal for someone who enjoys combining relationship management, strategic thinking, data-driven decision making and technology to deliver exceptional customer outcomes. You'll play a key role in driving customer retention, advocacy and growth whilst shaping the future of legal technology.
About the Role
We are looking for an ambitious and customer-focused Customer Success Manager to join Avail.
In this role, you will be responsible for helping our clients achieve their business objectives through the successful adoption and utilisation of Avail's products. Working closely with many of the UK's leading law firms, you will drive engagement, deliver measurable outcomes, lead Quarterly Business Reviews (QBRs) and build long-term strategic partnerships that maximise customer value, retention and growth.
As a trusted advisor to your clients, you will develop a deep understanding of their business, workflows and strategic priorities, ensuring they realise maximum value from their investment in Avail.
About Avail
Avail is a leading legal technology provider specialising in AI-powered solutions for the real estate legal sector.
Our mission is simple: to help law firms work more efficiently through intelligent technology that simplifies complex legal processes. By combining exceptional product design with deep legal expertise, we build software that delivers measurable value to lawyers and their clients.
Our products are used by thousands of legal professionals across the UK, including many of the country's largest and most respected law firms. We work closely with our customers to develop solutions that streamline legal document review, improve productivity and help lawyers focus on higher-value work.
We are proud of our collaborative culture, our commitment to innovation and the long-term partnerships we build with our clients.
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Key Responsibilities
Customer Success & Strategic Partnership
- Manage a portfolio of law firm clients and act as their primary point of contact.
- Develop trusted relationships with key stakeholders, including fee earners, partners, heads of department and operational leaders.
- Build a deep understanding of each client's strategic objectives, business challenges and desired outcomes.
- Create and maintain customer success plans aligned to customer goals and priorities.
- Act as a strategic advisor, helping clients maximise the value they receive from Avail's products.
Product Adoption & Value Realisation
- Drive adoption and engagement across customer accounts, ensuring Avail becomes embedded within day-to-day workflows.
- Monitor customer health, usage trends and engagement metrics to identify opportunities and risks.
- Proactively engage customers to improve utilisation, increase value realisation and support long-term success.
- Use customer data and insights to demonstrate measurable outcomes and return on investment.
- Identify opportunities to expand adoption across teams, offices and practice areas.
Quarterly Business Reviews & Stakeholder Engagement
- Lead Quarterly Business Reviews (QBRs) with key client stakeholders.
- Present adoption, engagement and value metrics, demonstrating progress against agreed objectives.
- Facilitate strategic discussions around future goals, opportunities and challenges.
- Develop action plans that help customers achieve their desired business outcomes.
- Ensure stakeholders remain engaged and aligned with the value Avail delivers.
Onboarding, Training & Enablement
- Lead customer onboarding and implementation activities, ensuring a smooth and successful introduction to the platform.
- Deliver engaging product demonstrations and training sessions to users at all levels of the organisation.
- Promote best practice usage and help customers realise value as quickly as possible.
- Provide proactive guidance and support throughout the customer lifecycle.
Retention & Growth
- Own retention outcomes across your portfolio and proactively manage renewal risk.
- Build strong relationships that support long-term customer retention and advocacy.
- Identify opportunities to expand customer value through increased adoption, additional use cases and product expansion.
- Partner with Commercial teams to support account growth initiatives and expansion opportunities.
- Contribute towards customer retention, growth and customer satisfaction targets.
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Product Feedback & Customer Advocacy
- Act as the voice of the customer within Avail.
- Gather, analyse and communicate customer feedback to internal teams.
- Work closely with Product and Engineering teams to help shape future product development.
- Share customer insights, successes and best practices across the business.
About You
We're looking for someone who combines commercial awareness, strong communication skills and a genuine passion for helping customers succeed.
You will be comfortable building relationships with senior legal professionals, presenting to groups of varying sizes and using data to drive meaningful customer outcomes.
Most importantly, you'll be motivated by helping customers achieve their goals and delivering an exceptional customer experience.
Skills & Experience
- Experience in Customer Success, Account Management, Client Services or a similar customer-facing role within a B2B SaaS environment.
- Alternatively, experience as a legal professional with a strong interest in technology and customer engagement.
- Excellent communication, presentation and stakeholder management skills.
- Ability to build credibility and influence across all levels of an organisation.
- Strong problem-solving and relationship-building capabilities.
- Analytical mindset with the ability to interpret customer data and identify actionable insights.
- Strong organisational and project management skills.
- Proactive, self-motivated and comfortable working independently.
- Experience within legal technology or the legal sector would be advantageous, but is not essential.
Success in this Role
- Build trusted relationships with key client stakeholders.
- Drive measurable increases in product adoption and engagement.
- Consistently demonstrate value and return on investment.
- Help customers achieve their desired business outcomes.
- Deliver impactful Quarterly Business Reviews and strategic account plans.
- Retain and grow customer accounts.
- Identify opportunities to increase the value customers receive from the Avail platform.
- Act as a respected voice of the customer within the business.
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