Legal Innovation & AI Adoption Director- Customer Success

Armstrong Lloyd – Marketing Recruitment

Are you an experienced legal industry professional passionate about AI adoption and legal transformation? Do you have the credentials to gain immediate respect as a strategic advisor within the Magic Circle or top-tier law firms, beyond that of a vendor? If so, this role could be a significant next step in your career.

Our client is a fast-growing, global legal technology business at the forefront of legal AI and digital transformation in the legal sector. Their platform is trusted by some of the world’s most prestigious law firms and corporate legal departments, and they are now building a specialist team of legal innovation professionals to drive deep, lasting AI adoption and customer success across their most strategic accounts.

This is a rare opportunity to be in at the ground level of something genuinely new. You won’t be managing a 50-account portfolio or chasing renewal metrics. You’ll own a handful of key relationships, act as a trusted strategic advisor in legal innovation, knowledge management, and practice innovation, and help define what AI adoption looks like in a large law firm – for a business where your insights will directly shape the product roadmap.

Location: UK – Fully Remote, but will need to get into London easily. Travel to client sites and global company events required

Salary: Up to £157,000 base + bonus + equity

AS DIRECTOR, LEGAL INNOVATION & AI ADOPTION, YOUR RESPONSIBILITIES WILL INCLUDE:

• Own a portfolio of strategic law firm and legal department accounts, acting as the primary point of relationship for their legal transformation journey and overall adoption of new AI technology, ensuring customer success and confidence.
• Develop and execute tailored AI adoption roadmaps for each client – working with firm leadership, innovation counsel, legal operations leads, CIOs, and practice group heads to identify high-value use cases and build measurable implementation plans.
• Lead executive-level business reviews with management committees, Chief Innovation Officers, and senior partners – communicating ROI, adoption progress, and strategic direction with confidence
• Devise practice group strategies and knowledge management approaches that move clients from initial implementation to broad, daily AI usage across the organisation.
• Focus on customer success and product adoption – protecting net revenue retention and identifying meaningful upsell and cross-sell opportunities aligned to client needs.
• Proactively identify at-risk accounts and partner with Sales and Forward Deployed Engineering teams to develop remediation plans.
• Channel client feedback directly into the product roadmap by collaborating with Product and Engineering teams
• Represent the business at legal technology conferences, client advisory boards, and industry events – contributing to thought leadership in legal AI, legal operations, and digital transformation.

THE IDEAL DIRECTOR, LEGAL INNOVATION & AI ADOPTION WILL HAVE:

• 15+ years of senior professional experience within the legal sector, legal technology, legal operations, legal innovation, or management consulting focused on law firms
• Strong law firm fluency – a genuine understanding of how firms are structured, how decisions are made, how technology is evaluated, and what drives attorney behaviour
• Prior practice as a lawyer (associate or counsel level) is a significant advantage – though outstanding candidates from legal technology, legal solutions, or consulting backgrounds with deep relationships at law firms will also be considered.
• Demonstrable experience in change management, knowledge management, and practice innovation – with a track record of implementing disruptive technology within a law firm or legal department environment
• A proven track record of building trusted advisory relationships with senior law firm stakeholders – partners, COOs, CIOs, innovation counsel, and practice group leaders
• Familiarity with AI applications in legal practice and the broader LegalTech ecosystem; you don’t need to be an engineer, but you need to be able to make lawyers unafraid of AI and confident in how to use it.
• Outstanding communication and presentation skills – you can design and deliver compelling ROI narratives for senior audiences.
• Comfortable travelling up to 25% of the time to client sites and company events (including some US travel for annual conferences and kick-offs)

WHY JOIN THIS BUSINESS AS THEIR DIRECTOR, LEGAL INNOVATION & AI ADOPTION?

• This is a pioneer role in legal innovation – the first of its kind in the UK for this business. You will define what the legal innovation function looks like, build the playbook, and directly influence how the team grows. There is no ceiling here.
• You will have genuine access to the product roadmap. The team reports to the Chief Product Officer, meaning your client insight directly shapes where the platform goes. This level of influence is rare at a business of this sc