Legal Implementation Specialist Lead

Luminance•New York, NY

18d

About The Position

Luminance is hiring a Legal Implementation Specialist Lead to manage and develop a team of Legal Implementation Specialists within its global Delivery function. This hands-on role is accountable for team quality, consistency, and development while remaining involved in customer delivery. The Lead will coach specialists, support complex accounts, review solution designs, manage delivery risks, and ensure implementations achieve clear outcomes. The role involves creating repeatable team standards, supporting employees to do their best work, and partnering with Customer Success, Product, and other cross-functional teams to improve the customer experience. It is permanent and full-time, customer-facing, and implementation-focused. The role 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. Compensation is $130,000–$140,000 per annum plus bonus. Benefits include comprehensive health insurance, a 401(k) with a 4% matching contribution, enhanced maternity and paternity policies, a learning and development budget, birthday leave, and 20 days of PTO per year.

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 programmes, 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 holding a clear position when necessary.
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, prioritisation, sequencing, risk management, and cross-functional alignment.
A practical, direct, and supportive management style, with sound judgement in adapting coaching to different experience and confidence levels.
Ability to turn ambiguity into a clear plan, make sound trade-offs, and keep work moving without compromising 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 programmes, 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 high 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 practices.
Own delivery risk and escalation management across the team, providing clear recommendations and practical paths to resolution.
Own team-level onboarding delivery, including capacity, sequencing, resourcing, milestones, customer dependencies, and realistic timeline commitments.
Support complex and strategically important customer engagements, including difficult discovery, scope decisions, and expectation-setting.
Define, document, and improve implementation standards, playbooks, training assets, and operating routines.
Partner with Customer Success to support a joined-up customer experience, adoption, value realisation, and go-live outcomes.
Partner with Product to turn recurring customer needs, configuration challenges, and delivery friction into structured, evidence-based feedback.
Use delivery data and team insights 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 building and maintaining deep product knowledge.