Head of Customer Lawyer Success - 12-month FTC (Maternity Cover)

Lawhive Ltd; City of Westminster; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading legal technology firm in the UK seeks a Head of Lawyer Success. You'll manage the team that empowers lawyers and optimizes their onboarding processes. Your role will involve developing tools for engagement, creating educational resources, and collaborating with multiple departments. The successful candidate will have a legal background, exceptional communication skills, and a passion for customer success. Join a fast-paced environment, offering meaningful equity and 33 days of annual leave.

Benefits

33 days' annual leave

Pension contribution via Nest

20% off legal fees through Lawhive

Top-spec equipment

Regular team building activities and socials

Qualifications

• 5-7+ years in a customer-facing support role, ideally in Customer Success.
• Experience working as or with lawyer(s).
• Impressive team-building and management experience.

Responsibilities

• Manage and develop the Lawyer Success team.
• Continuously optimize lawyer onboarding processes.
• Develop video tutorials and knowledge base articles.
• Collaborate with Product and Engineering teams.
• Collect feedback from lawyers to refine processes.

Skills

Team building

Exceptional communication

Customer success experience

Legal industry experience

Cross-functional collaboration

Education

Legal background

Job description

As our Head of Lawyer Success, you will be responsible for managing and developing the team that engages and empowers the lawyers using our platform. This role is both highly strategic and hands‑on, requiring an innovative thinker who is comfortable building and enhancing scalable programmes from scratch with little guidance. You'll be at the forefront of shaping the lawyer experience within our ecosystem.

• Onboarding Programmes: Continuously optimise lawyer onboarding processes and automation to ensure a seamless experience for new users of our platform and ultimately enable the Lawyer Support team to onboard new Lawyers more efficiently
• Develop Tools to Support Community Engagement: Build and manage tools that enable your peers to support the Lawyer Success team to actively engage with our community of Lawyers
• Video & Learning Resources: Develop video tutorials, knowledge base articles and other educational materials to help lawyers maximise the platform's potential
• Tools & Productivity Enhancements: Collaborate with our Product and Engineering teams to identify and roll out new tools that benefit lawyers on our platform
• Feedback & Insights: Regularly collect feedback from lawyers and our in-house Legal team to refine processes and improve engagement
• Cross‑Functional Collaboration: Collaborate across Legal & Customer Operations (Customer Support, Lawyer Support and QA) and the Sales team to drive programmes that reduce churn and increase Lawyer productivity
• Blue‑Sky Thinking: Continuously explore and implement new ideas to improve lawyer success and drive adoption of our platform
• Offboarding Management: Key stakeholder co‑ordination to ensure an efficient and complete off boarding process which ensures regulatory best practice, prioritises the customer experience and enables Lawhive's strategy
• Business Development: Build and manage tools to support our Lawyers in furthering and achieving their business development goals, enabling lawyers using the platform to onboard their own client cases and increase exclusivity
• Assignment and Reassignment: Enabling the incorporation of the assignment of cases to our Lawyers and any necessary reassignment within the Lawyer Success team, 1:1 with the Senior Director of Legal Operations (your would‑be manager)
• Case study presentation interview with two of our team
• Culture‑focused final stage with a member of our Executive team; 5‑7+ years in a customer‑facing support role, ideally in Customer Success
• A legal background, either academically or working in the legal industry - it's essential that you have experience working as or with lawyer(s)
• Impressive team‑building and management experience - you know what it takes to drive a high‑performance team
• Exceptional communicative ability - this person needs to drive the highest standards of communication throughout the team; Lawhive is a regulated law firm with an AI‑native platform built to amplify expertise and revolutionise the way people practice law, leading to exceptional outcomes for clients and lawyers
• Lawhive Labs is how we bring this vision to life. It's our frontier lab that combines top engineering, design, AI and legal talent from around the world, joining forces to build the future of law. We're backed by top‑tier investors including Google Ventures, Balderton Capital and TQ Ventures and in December 2024 we secured $40M Series A funding round to facilitate international expansion and to grow our team, representing one of the five largest Series A rounds in Europe for 2024. We're headquartered in London and in 2025 successfully launched in the US…and we're just getting started. The Lawyer Success team is one of the most critical teams at Lawhive. With over 300 consultant lawyers using our platform daily, the Lawyer Success team ensures things run smoothly. Our AI‑native platform enables lawyers to significantly enhance their output, but it's up to our Lawyer Success team to ensure they are getting the most of out of it; from onboarding, to daily usage, to learning new features, and consistently leveling up when it comes to leveraging AI in their day‑to‑day work. The more effective this team is, the more effective our lawyers can be - so this team is immensely high‑impact!
• Meaningful early‑stage equity at one of Europe's fastest growing startups
• 33 days' annual leave (25 + bank holidays) plus your birthday off
• Pension contribution via Nest
• 20% off legal fees through Lawhive
• Top‑spec equipment
• Regular team building activities and socials!