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,…