Technical Account Manager - Legal Tech SaaS

Location: London or Edinburgh (UK). Remote/hybrid options available.
Employment type: Full-time Hours: 09:00-17:30, Mon-Fri (occasional flexibility)

About the role

We're looking for a hands on Technical Account Manager to be the technical relationship partner for our arbitral institution customers. You'll bridge the gap between technical delivery and customer success-owning customer health, driving adoption, and ensuring operational stability. You'll report to the Head of Arbitral Institutions and collaborate closely with Support, Implementation, Product, and Development.

What you'll do Relationship & performance management

• Act as the primary technical point of contact with deep product expertise.
• Co create account plans and KPIs with the Head of Arbitral Institutions.
• Run recurring business reviews: usage insights, best practices, adoption plays.
• Track customer health and platform KPIs, proactively flagging risks/opportunities.
• Lead post incident reviews with Support and drive preventative actions.
• Identify expansion and better utilisation opportunities.

Escalation management & delivery

• Triage and resolve client issues, coordinating cross functional input as needed.
• Manage internal escalations, balancing customer needs with roadmap and capacity.
• Scope and implement configuration changes; take a hands on approach when feasible.
• Serve as the escalation point for unresolved tickets.
• Translate enhancement requests into clear, product ready requirements.
• Document recurring requests and feed into continuous improvement of product and service.
• Oversee BAU project delivery for existing clients and help draft related assets.

Internal collaboration & growth

• Ensure a smooth transition from Implementation to BAU.
• Partner on upsell/expansion opportunities.
• Act as a subject matter expert with Product and Sales to ideate and refine enhancements.

What you'll bring

• 5+ years in a technical, customer facing role at a SaaS company (legal tech a plus).
• Proven relationship management skills backed by strong technical/service delivery chops.
• Solid understanding of web technologies, APIs, data integrations, and enterprise ecosystems.
• Comfortable with configuration and platform administration.
• Ability to grasp SaaS architecture and system dependencies; analytical problem solver.
• Commercial awareness of how technical enablement drives retention and growth.
• Excellent communication-explain complex concepts clearly; strong documentation skills.
• Organised, detail driven, able to prioritise across multiple workstreams in a fast pace.
• Team player who's happy to roll up sleeves and operate autonomously when needed.
• Proficiency with Freshdesk, Jira, Confluence, Pendo, Power BI (or similar).
• Willingness to travel as needed.

Nice to have

• Experience with arbitral institutions, courts, legal services, or justice sector tech.
• Familiarity with data privacy regimes (UK GDPR) and change/release processes (ITIL/SDLC).
• Working knowledge of SQL, Postman, or BI dashboards.

Location & hours

• Base: London or Edinburgh office; remote/hybrid welcome (UK based).

Standard hours 09:00-17:30 (Mon-Fri); occasional extended hours to meet business needs. Right to work

• Applicants must have the right to work in the UK at time of application.