Legal Implementation Specialist Lead

Luminance•New York, NY

19d•$130,000 - $140,000

About The Position

Luminance is hiring a Legal Implementation Specialist Lead to manage and develop a team of Legal Implementation Specialists while maintaining close involvement in customer delivery. The role is accountable for team quality, consistency and development; leading specialists, supporting complex accounts, reviewing solution designs, managing delivery risk and ensuring delivery against clear outcomes. It is a hands-on management position in a growing global Delivery function, focused on making strong individual practices repeatable and partnering with Customer Success, Product and other teams to improve the customer experience. The Lead oversees onboarding delivery, team capacity and resourcing, customer dependencies, milestones and timeline commitments. They support complex and strategically important engagements, establish implementation standards and playbooks, use delivery data to drive improvement, and maintain accurate operational reporting. The position is permanent and full-time, customer-facing and implementation-focused. It may include direct reports and responsibility for a defined segment, region or delivery team as the function grows. Some travel may be required depending on customer and business needs.

Requirements

At least 5 years of experience in a client-facing legal technology or B2B SaaS role involving implementation, onboarding, professional services, delivery or customer success, and/or significant relevant legal or legal operations experience.
A strong track record of owning complex implementations, delivery programs or customer outcomes end to end.
Experience leading, mentoring or developing implementation, professional services, customer success or similarly delivery-focused colleagues.
Understanding of contracts, negotiation positions, approval processes and commercial workflows, with the ability to assess customer processes and recommend improvements.
Credibility with senior customer stakeholders and confidence handling difficult conversations, resetting expectations and maintaining a clear position when needed.
Ability to assess configuration and solution design at a high level, identify risks and ask questions that protect quality and long-term value.
Strong project and stakeholder management skills, including capacity planning, prioritization, sequencing, risk management and cross-functional alignment.
A practical, direct and supportive management style, with the judgment to adapt coaching to different experience and confidence levels.
Ability to turn ambiguity into a clear plan, make sound trade-offs and keep work moving without sacrificing quality or accountability.
Experience crafting effective prompts for AI systems and interest in using AI tools to improve scoping, configuration, quality assurance and delivery efficiency.
Genuine interest in the intersection of legal services, enterprise software and emerging AI technologies.
An undergraduate degree at 2:1 level, a GPA of 3.5 or above, or an equivalent qualification.

Nice To Haves

Qualified lawyer, or experience in-house, in legal operations or in a legal technology environment.
Experience implementing enterprise software within legal, procurement, compliance or commercial teams.
Familiarity with contract lifecycle management, legal operations or legal technology.
Experience leading multi-region or phased enterprise rollouts.
Experience establishing implementation standards, quality assurance processes, enablement programs or operational metrics.
Experience working closely with Product, Engineering, Solutions or Customer Success teams to improve a software delivery model.

Responsibilities

Lead, coach and develop Legal Implementation Specialists through regular one-to-ones, feedback, development planning and live-account support.
Set and maintain standards for implementation quality, customer communication, project management and use of the Luminance platform.
Review and approve complex configurations and solution designs for correctness, scalability, maintainability and alignment with implementation best practice.
Own team-wide delivery risks and escalations, providing clear recommendations and practical paths to resolution.
Manage team onboarding delivery, including capacity, sequencing, resourcing, milestones, customer-side dependencies and realistic timeline commitments.
Support complex or strategically important customer engagements, including discovery, scope decisions and expectation-setting.
Define, document and improve implementation standards, playbooks, training assets and operating routines.
Partner with Customer Success to provide a joined-up customer experience and support adoption, value realization and go-live outcomes.
Partner with Product to provide structured, evidence-based feedback on recurring customer needs, configuration challenges and delivery friction.
Use delivery data and team insight to identify patterns in quality, timeliness, rework, escalations and customer value, and lead targeted improvements.
Maintain accurate operational records and reporting on team capacity, progress, risks and delivery status.
Continue to build and maintain deep product knowledge.