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Director of Customer Support - Job Opportunity at Luminance Technologies

London, United Kingdom
Full-time
Executive
Posted: May 29, 2025
On-site
£85,000 - £120,000 per year plus equity and performance bonuses. London-based director-level positions in high-growth AI/SaaS companies typically command premium salaries, especially given Luminance's recent $115M Series C funding and 5x growth trajectory.

Key Responsibilities

Lead and manage a global customer support team with comprehensive oversight of the entire customer support ecosystem, ensuring operational excellence and strategic alignment with business objectives
Scale support operations to match the demands of a rapidly expanding enterprise customer base, implementing innovative technology solutions and process optimization to handle 5x growth trajectory
Serve as the primary escalation point for strategic customer accounts, managing complex issue resolution while maintaining high-touch relationships with enterprise clients
Drive data-informed decision making across the support function, providing executive-level reporting and insights that directly influence business strategy and customer retention initiatives
Act as a critical liaison between commercial, customer-facing, and technical teams, ensuring seamless communication and alignment across all customer touchpoints

Requirements

Education

Bachelor's or Master's degree in a scientific, technical or engineering discipline, with a 2:1 or above (UK) or GPA of 3.5 or above (US)

Experience

7+ years of experience, including 2+ years of relevant management experience, preferably in a high-growth and/or SaaS company

Required Skills

Experience communicating with both technical and senior management Excellent interpersonal and communication skills, both verbal and written Enthusiasm for innovation, experimentation and self-development in the field of legal AI
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Sauge AI Market Intelligence

Industry Trends

The legal technology sector is experiencing unprecedented growth with AI-driven solutions becoming essential for law firms and corporate legal departments. Market reports indicate the legal AI market is projected to reach $37 billion by 2026, with document review and contract analysis leading adoption. This creates intense demand for customer support leaders who can navigate complex B2B enterprise sales cycles and technical implementation challenges. Enterprise SaaS companies in the legal tech space are prioritizing customer success and support as key differentiators, with studies showing that superior support quality directly correlates with contract renewals and expansion revenue. The shift toward outcome-based customer relationships means support directors must balance technical expertise with business acumen. The post-pandemic business environment has accelerated digital transformation in traditionally conservative legal markets, creating both opportunities and challenges for AI legal tech companies. Support organizations must now handle more complex implementations while maintaining high-touch service levels for risk-averse enterprise clients.

Role Significance

Likely managing a team of 8-15 support professionals across multiple time zones, including technical support specialists, customer success managers, and escalation specialists to serve a global enterprise customer base.
This is a senior executive position reporting directly to C-level management, with significant influence over customer retention, revenue expansion, and product development priorities. The role requires both operational excellence and strategic thinking to support enterprise client relationships worth millions in annual recurring revenue.

Key Projects

Implementation of AI-powered support tools and knowledge management systems to scale team efficiency Development of customer health scoring and predictive analytics to prevent churn Creation of enterprise-specific support processes and SLA frameworks Integration of support systems with sales and customer success platforms for unified customer experience

Success Factors

Deep understanding of enterprise B2B customer psychology and the ability to build trust with legal professionals who are inherently risk-averse and detail-oriented Technical fluency sufficient to understand AI/ML concepts and their practical applications in legal workflows, enabling effective communication with both customers and internal engineering teams Proven ability to scale support operations rapidly while maintaining quality, particularly in high-growth environments where customer volume can double or triple within quarters Executive presence and communication skills necessary to represent the company in customer escalations and serve as a trusted advisor to general counsels and legal operations leaders

Market Demand

Very High - The intersection of AI expertise, enterprise B2B support leadership, and legal technology knowledge creates a highly specialized and sought-after skill set with limited talent pool.

Important Skills

Critical Skills

Technical communication skills are absolutely essential as this role requires translating complex AI concepts into practical business value for legal professionals who may be skeptical of new technology. The ability to build credibility through technical competence while remaining accessible is crucial for enterprise customer relationships. Data-driven decision making capabilities are critical for optimizing support operations and demonstrating ROI to enterprise customers. The role requires comfort with metrics, analytics, and the ability to derive actionable insights from customer interaction data. Cross-functional leadership skills are vital for success as the role serves as a bridge between technical, commercial, and customer-facing teams. The ability to influence without direct authority and align diverse stakeholders around customer outcomes is essential.

Beneficial Skills

Legal industry knowledge would provide significant advantage in understanding customer workflows, regulatory requirements, and the conservative decision-making processes typical of legal organizations AI/ML product management experience would enhance the ability to provide product feedback and influence roadmap decisions based on customer needs and support insights Enterprise software implementation experience would be valuable for understanding the complex deployment challenges faced by large legal organizations adopting AI technology

Unique Aspects

Opportunity to shape customer support strategy at a rapidly scaling AI company during a critical growth phase, with significant funding to support ambitious expansion plans
Exposure to cutting-edge legal AI technology and the opportunity to work with sophisticated enterprise clients including top-tier law firms and Fortune 500 legal departments
Role combines traditional customer support leadership with emerging AI technology challenges, requiring innovation in support methodologies and customer education approaches
Potential for significant equity upside given the company's recent funding round and strong growth trajectory in the expanding legal tech market

Career Growth

2-4 years to VP level given the company's rapid growth trajectory and expansion plans, with potential for accelerated advancement if the team successfully supports the company's scaling objectives.

Potential Next Roles

Vice President of Customer Success or Customer Experience, overseeing the entire post-sales customer journey Chief Customer Officer role at a similar or larger legal tech/AI company General Manager or Head of Business Unit position with P&L responsibility Transition to customer-facing sales leadership as VP of Sales or Chief Revenue Officer

Company Overview

Luminance Technologies

Luminance Technologies is a well-funded AI company specializing in legal technology solutions, having recently completed a significant $115M Series C funding round in 2024. The company has demonstrated exceptional growth with a 5x increase over two years, positioning it as a major player in the legal AI market with a focus on enterprise customers.

Strong market position as a 'market-leading AI company' with substantial funding and rapid growth trajectory, competing in the high-value legal technology sector where switching costs are high and customer relationships are particularly valuable.
Global expansion focus with London as a key hub, indicating the company's ambition to serve international legal markets and enterprise clients across multiple jurisdictions and regulatory environments.
Fast-paced, dynamic environment typical of high-growth SaaS companies, with emphasis on innovation and experimentation. The substantial funding and rapid growth suggest a culture focused on scaling quickly while maintaining quality and customer satisfaction.
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