Customer Success Manager - Strategic

Avvoka•,

About The Position

Avvoka is hiring a Customer Success Manager to serve as the commercial lead for a portfolio of US clients, including AmLaw 100 and mid-sized law firms and in-house legal teams. The role is based in or near New York and is one of the first positions in the company’s new US office. The successful candidate will learn how each client works and help them expand Avvoka to additional teams, offices, and types of work, leading projects from initial conversations through signed agreements. Working with Legal Engineering and Customer Enablement, the Customer Success Manager will demonstrate how Avvoka can help clients use AI tools such as Harvey, Legora, Claude, and Copilot to draft from their own standards. The role also involves introducing Avvoka products and capabilities—including Curate, MassDraft, and headless drafting—where appropriate, scoping proofs of concept, supporting adoption and renewals, forecasting the portfolio, and sharing client feedback with Product and Marketing. Travel to client sites across the US is expected.

Requirements

At least 4 years of experience in account management or enterprise sales, with a record of growing long-term client relationships and meeting revenue targets.
Experience selling to law firms, corporate legal teams, or other professional services organizations, including committee-based buying and long procurement cycles.
Ability to build straightforward ROI models and explain and defend their assumptions.
Clear, concise writing skills for emails, business cases, and proposals.
Sound judgment in understanding client needs, persistence in navigating approvals, and organization to manage several complex deals concurrently.
Based in or near New York.
Willingness to travel to client sites across the US.

Nice To Haves

Experience with legal technology, such as document automation, document management, or knowledge management platforms.
A legal background, or experience in an innovation, knowledge management, or legal operations team at a law firm or in-house.
Working understanding of how legal teams are adopting generative AI tools.

Responsibilities

Map each client’s teams, offices, Avvoka use cases, and opportunities for further adoption.
Build trusted relationships with client stakeholders, including innovation and knowledge management leaders, practice group partners, general counsel, legal operations leads, CIOs, and COOs.
Lead new client projects from initial conversation through signature, working with budget holders, procurement, information security, and legal stakeholders.
Build business cases using relevant law-firm and in-house legal economics, including fixed-fee and hourly billing, turnaround, outside counsel spend, and capacity.
Position Avvoka alongside tools such as Harvey, Legora, and Copilot, and introduce Curate, MassDraft, and headless drafting where suitable.
Scope proofs of concept with Legal Engineering and agree clear success criteria in advance.
Partner with Customer Enablement on client adoption and renewals.
Maintain an accurate, early-warning forecast for the client portfolio.
Share client feedback with Product and Marketing and help shape Avvoka’s growth in the US.
Travel to client sites across the US.