The roleYou'll work with our largest strategic accounts in North America, owning everything that turns a signed contract into confident, active users: structured onboarding, adoption training, and responsive support in the client's time zone.
You'll work in a pair. Each strategic account has a commercial lead who owns the relationship, the renewal, and any expansion. You own delivery. That split is deliberate. It gives the client a named contact for the work itself, and it means you're never selling to the people you're training.
You'll also be the North American point of contact for our UK Client Success team, picking up requests that need someone in-region, and you'll support pilots at strategic accounts through to conversion.
This is a role for someone who wants to be in the room. You'll be on client sites when needed, running sessions with partners, associates, analysts and support teams, and you'll need to enjoy that.
What you'll do- Support pilots at strategic accounts, then continue as delivery lead once the account converts
- Run end-to-end onboarding at strategic accounts, from kick-off through go-live
- Design and deliver training for end users, power users, and champions, in person and remotely
- Help clients embed StructureFlow into live matter and project work, not just complete a checklist
- Act as the in-region contact for requests routed from the UK Client Success team
- Provide high-quality support: triage, resolve or escalate, and close the loop
- Build enablement assets - guides, FAQs, training materials - that scale beyond the accounts you touch
- Run proactive early-life check-ins and watch adoption signals through the first 30-90 days
- Feed voice-of-customer insight to Product and Client Success
- Partner with the account's commercial lead on planning and account reviews, without owning commercial outcomes
- Keep accurate records in our CRM and CS tools
Success looks like- Predictable, high-quality onboardings and strong time-to-value at strategic accounts
- Trained champions who drive adoption inside their own firms
- Adoption spreading beyond the initial team or practice area
- Strong health indicators on onboarding and support
- A repeatable North American onboarding and enablement playbook
Requirements- 3-5+ years in B2B SaaS implementation, onboarding, or enablement and training
- Experience delivering training to legal professionals, or to a comparably senior professional audience. You don't need a JD, but you do need to have held a room of people at that level.
- Working knowledge of how legal or professional services teams operate: paralegal, company secretarial, law firm training, KM or innovation backgrounds are all strong routes into this role.
- Confidence presenting live and running training that changes how people work
- Genuine interest in teaching and in technology, and satisfaction in watching a client actually get value from a product
- Strong project discipline across multiple concurrent accounts
- Empathy for sophisticated users with varying tech comfort
- Clear written communication and documentation habits
- Willingness to travel regularly across North America, including at short notice
- Right to work in the United States
Essential- LegalTech or professional services SaaS experience
- Experience building training curricula or knowledge bases
- Familiarity with CRM and CS tooling (HubSpot, Salesforce, Intercom, Zendesk)
Desirable/not required- JD or practising lawyer background
- Deep corporate or transactional law expertise - you'll learn StructureFlow and the core use cases here
This role is not- A commercial CSM role with renewal or expansion ownership
- A sales engineering or pre-sales role - our sales team runs its own demos
- People management
- A ticket queue - training and onboarding ownership is the core of it
Benefits- Competitive salary and performance-based bonus.
- Generous PTO policy - 25 days is standard for our global team
- Healthcare (medical, dental, vision)
- 401(K)
- Flexible working - a combination of remote work, and business travel
- Learning & Development budget
- Opportunity to join a dynamic, early-stage startup in our mission to transform how legal, professional services firms and alternative finance funds master complexity
- High impact work that really matters - success in this role will drive our company forward and have an outsized impact on our business and clients
