AI Customer Operations Lead – Fletchers AI
Salary: DOE
Location: Manchester/Hybrid
Location: Hybrid – primarily remote, with in-person days at least once/month in Manchester, and travel around the UK as customer activities expand
Overview: AI Customer Operations Lead – Fletchers AI
We are looking for a founding Customer Operations Leader to define and deliver our go-to-market strategy for our AI products. This role will work at the intersection of sales, customer success & onboarding, and product. It is a high-autonomy role within our AI team, with a clear mandate to design and run the commercial operating model for early-stage SaaS products. It will be hands-on, especially at the start, and you’ll be doing a wide range of activities across the sales and support lifecycle before scaling up a team of 2-5 in Customer Operations and Account Management over 6-12 months.
The AI team is currently 14 people covering Data Science, Engineering, and Product, and operates as a fast-moving start-up-style unit within the wider group. We are building and commercialising AI products for internal use at Fletchers Solicitors and for external customers across the legal sector and beyond. Unlike many early-stage ventures, we are not starting from zero: we benefit from an established customer base, strong industry relationships, and the business development, marketing, and operational infrastructure of the wider group.
This role is about bringing strong SaaS implementation and customer success expertise into an environment where demand, credibility, and access already exist — and turning that into a repeatable, scalable, and well-run customer operation. It’ll also mean setting up the customer success function for our first users – our own legal teams.
You will be responsible for shaping how we sell, onboard, support, and retain customers, and for ensuring that customer insight feeds directly back into product strategy and prioritisation. As our product portfolio and customer base grow, this role will be central to defining how our AI business scales.
The Role
We’re early in this journey, so it is difficult to say exactly what your day-to-day will be like, and this will change a lot over time. You will be crucial for defining your own role and future team, with input from the wider AI team, and the sales/customer support network we have in other functions.
We’re looking for someone who has previously helped build or scale SaaS GTM motions and enjoys working in ambiguous, early-stage environments — where the task is as much about defining the system as running it and being hands-on in delivery.
Main Responsibilities
Pre-sale & Go-to-Market Execution
1. Work with those in the wider group’s sales network to define and execute customer outreach and engagement strategies, leveraging the group’s existing network and industry presence
2. Own the GTM approach of our AI tools, early sales activities, and define the roles of a wider GTM team in time
3. Refine product positioning, value propositions, and sales narratives in collaboration with Product and leadership
4. Coordinate and deliver sales activity including demos, pilots, trials, and contract discussions.
5. Understand what we’re building, articulate how it works (to a range of technical or non-technical audiences) and how it adds value
6. Drive, and support marketing activity like conferences, events, and sales materials, ensuring consistency and relevance
Onboarding & Delivery
7. Own and manage customer onboarding and trial processes, acting as the primary point of coordination between customers and internal teams
8. Establish repeatable onboarding playbooks and processes that will scale as customer volume increases
Post-sale, Account Management & Renewals
9. Define customer success metrics and account management routines and deliver these for our early customers
10. Own ongoing customer relationships, including regular check-ins, updates, and performance reviews
11. Manage renewals and identify opportunities for upsell or expansion where appropriate
12. Ensure customer issues, feedback, and risks are surfaced early and handled effectively
13. Define the roles for and build an Account Management team
Operations, Insight & Product Feedback
14. Define and maintain the management information, dashboards, and reporting required to track GTM and customer success performance
15. Act as a key feedback conduit between customers and the Product team, ensuring customer insight informs roadmap decisions
16. Contribute to shaping how product MI, analytics, and tooling support sales and account management
17. Advocate for new product ideas and developments grounded in customer need and commercial opportunity
Required Experience
18. Proven ownership in customer-facing or commercial roles – spanning SaaS go-to-market, customer operations, and the full customer lifecycle (pre-sale through renewals)
19. Hands-on experience across multiple parts of the customer lifecycle – you’ve personally run customer engagements or consultancy projects, not just managed them
20. Comfortable operating in early-stage or scaling contexts, where processes are being defined, refined, and stress-tested in real time
21. Strong commercial judgement, with the ability to balance customer needs, product constraints, and long-term business goals
22. Highly autonomous operator with a track record of taking ambiguous problems and turning them into structured, repeatable ways of working
23. Excellent communicator across technical and non-technical audiences, comfortable working with customers, senior stakeholders, and product/engineering teams
24. Strong analytical capability, with the confidence to define metrics, interpret data, and use insight to drive decisions
25. UK-based, with the ability to attend in-person meetings & sales activities, predominantly around the North-West; fluent in English
26. Experience scaling GTM or customer success functions, in any context
27. Exposure to professional services, regulated industries, or enterprise customers
28. Enthusiasm for and/or experience with AI technologies
Additional Employee Benefits
29. Bonus scheme (subject to targets being met)
30. 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days’ holiday per year, until you long service award the 3 days after your 5th, 7th, and 9th full year of employment
31. Pension scheme with tax-efficient salary sacrifice option
32. Life Assurance Policy
33. Medicash policy to cover some dental, optical and other medical expenses
34. Company sick pay
35. Enhanced Maternity, Paternity and IVF schemes
36. Flexible, agile working environment with a positive work-life balance
37. Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
38. Monthly voucher awards for winning nominees
39. A genuinely supportive and friendly culture
40. Ongoing training and professional development opportunities
We want to grow quickly, so may have to close this role early depending on candidate quality and volume.
About Fletchers Solicitors & the AI Team
Fletchers is a rapidly growing consumer law firm specialising in personal injury and clinical negligence, with outstanding rankings amongst law firms. We were one of the first consumer law firms to deploy a machine learning tool for legal work and were one of, or the first, law firm to have a dedicated AI department. Since then, we have been experimenting with a broader range of ML techniques, extending those tools already in use, and productionising new ones through our growing data science & engineering teams.
We believe that we are well positioned to leverage Fletchers’ unique legal-medical dataset and industry expertise to build AI tools that will shape the future of consumer law. We are well funded through our Private Equity backers, which allows us to invest heavily in the development of sector-specific AI tools that assist, automate, and augment our specialist legal work. Tools we have built range from simple behind-the-scenes custom model inference to agentic-AI pipelines for ‘always on’ monitoring; to the core user interface that some of our colleagues work on for 90%+ of their day. We’re also commercialising these tools so that other specialist law firms can leverage Fletchers legal and AI expertise, and have an ambitious agenda for external growth for the next 18 months.
Fletchers is headquartered in the North-West of the UK, with offices in Manchester, Liverpool, Leeds, Southport, Bolton, Cambridge, Reading, Birmingham, Northampton, and Newcastle. Many colleagues work primarily from home. The existing AI team is distributed across London, Manchester, Liverpool, Cambridge, and Bristol, and we typically meet in person once or twice per month in Manchester.
Additional details about the wider Fletchers Group
Although our AI team operates a bit differently from the rest of the Group, we think being part of a larger business has its benefits. Our workplace culture is inclusive, informal, and supportive, with a strong focus on colleague wellbeing and happiness. We are proud to offer some of the best hybrid and flexible working arrangements in the industry — because we understand that balance drives performance. We aspire to be the best place to work in the legal sector.
We reward those who help build our success and live our values. Our benefits package is designed to grow with you, offering real opportunities to share in our long-term strength. Our base pay and bonus structure is built to recognise and reward high performance.
Fletchers Group is an inclusive employer with a diverse workforce: we welcome applications from any and all backgrounds. We’re committed to providing a culture and environment where everyone can thrive, understanding and celebrating that no colleague is the same. We’re proud of our work on the Disability Confident scheme, signed up to BITC’s Race at Work charter, and working towards Henpicked’s Menopause and Menstrual Friendly accreditations.
41. Location: Manchester/Hybrid
42. Salary: DOE
43. Department: AI
44. Closing Date: Fri, 27 Feb 2026