Legal Implementation Specialist Lead

About Luminance

Requirements

• What we're looking for
• 5+ years experience in a client-facing legal tech or B2B SaaS role covering 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
• An understanding of contracts, negotiation positions, approval processes and commercial workflows, with the ability to interrogate a customer process and recommend a better approach
• Credibility with senior customer stakeholders and the confidence to handle difficult conversations, reset expectations and hold a clear position when necessary
• The ability to assess configuration and solution design at a high level, spot risks and ask the 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 the judgement to adapt coaching to different levels of experience and confidence
• The ability to turn ambiguity into a clear plan, make sound trade-offs and keep work moving without losing quality or accountability
• Experience crafting effective prompts for AI systems, and an interest in using AI tooling to improve scoping, configuration, QA 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
• Desirable
• 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
• Additional details
• Permanent, full-time
• Customer-facing and implementation-focused, within our global Delivery Team
• The role may include a portfolio of 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 - $130,000-$140,000 per annum plus bonus.

Benefits

• Comprehensive health insurance.
• 401K with 4% matching contribution.
• Enhanced maternity and paternity policies.
• Learning and development budget.
• Birthday leave.
• 20 days PTO per year.

Preferred Qualifications

• Compensation - $130,000-$140,000 per annum plus bonus.

Responsibilities

• Lead, coach and develop a team of Legal Implementation Specialists through regular 1:1s, clear feedback, development planning and support on live accounts
• Set and maintain a high bar for implementation quality, customer communication, project management and use of the Luminance platform
• Review and approve complex configurations and solution designs, ensuring they are correct, scalable, maintainable and aligned to implementation best practice
• Own delivery risk and escalation management across the team, bringing clear recommendations and a practical path to resolution
• Own team-level onboarding delivery: capacity, sequencing, resourcing, milestones, customer-side dependencies and the realism of timeline commitments
• Support the team on complex or strategically important customer engagements, including difficult discovery, scope decisions and expectation-setting
• Define, document and improve implementation standards, playbooks, training assets and operating routines so that strong practice is adopted consistently across the team
• Partner with Customer Success to maintain a joined-up customer experience and ensure implementation activity supports adoption, value realisation and go-live outcomes
• Partner with Product to turn recurring customer needs, configuration challenges and delivery friction into structured, evidenced feedback
• 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 so team capacity, progress, risks and delivery status are visible to the business
• Continue to build and maintain deep product knowledge.
• The team delivers consistent, high-quality implementations against agreed milestones and outcomes
• Customers reach meaningful value quickly, use the platform confidently and experience clear ownership when risks or issues arise
• Complex configurations are reviewed rigorously and avoidable rework, expectation gaps and late escalations reduce over time
• Capacity and sequencing are actively managed, with realistic commitments and visible customer-side dependencies
• Legal Implementation Specialists receive useful feedback, develop against clear expectations and show measurable progression in capability and independence
• Implementation standards and repeatable delivery patterns are adopted across the team rather than remaining dependent on individual experience
• Product and Customer Success receive clear, actionable insight from implementation delivery