Legal Implementation Specialist Lead

About Luminance

Luminance is the pioneer of Contract Intelligence for enterprise. Backed by internationally renowned venture capital firms and named in both the Forbes AI 50 list of 'Most Promising Private AI Companies in the World' and Inc. 5000's 'Fastest Growing Companies in America', Luminance is transforming how legal teams work around the world.

We are expanding rapidly across global markets and supporting enterprise customers in more than 60 countries, including AMD, National Grid, LG and DHL.

The opportunity

As a Legal Implementation Specialist Lead, you will be accountable for the quality, consistency and development of a team of implementation specialists, while remaining close enough to customer delivery to set a credible standard. You will lead and mentor Legal Implementation Specialists, support complex accounts, review solution design, manage delivery risk and make sure the team delivers against clear outcomes.

This is a hands-on management role in a growing global Delivery function. You will turn good individual practice into repeatable team standards, create the conditions for people to do their best work and partner closely with Customer Success, Product and other cross-functional teams to improve the customer experience.

What you'll do

• 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.

What success looks like

• 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

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.