Jobs at Actionstep

Manage customer support enquiries from initial contact through resolution. Investigate and troubleshoot user-reported issues, conduct screen-sharing sessions, explain technical solutions, document interactions and resolutions, and collaborate with Customer, Product, Engineering, and Support teams to improve customer outcomes and shared product knowledge.

Build and prove an AI-powered outbound engine for the UK legal market. Responsibilities include defining ICPs, creating target lists, automating research and personalization, generating qualified pipeline, managing Salesforce and Outreach attribution, partnering with account executives, documenting repeatable playbooks, and eventually hiring, onboarding, coaching, and leading SDRs.

Leads multiple engineering teams through managers to deliver production AI products and shared platform capabilities. Owns AI roadmap execution, agents, APIs, search, data, workflow automation, evaluation, observability, privacy, permissions, auditability, and cost management. Drives AI-focused development lifecycle adoption, improves delivery quality and predictability, develops engineering managers, and leads distributed teams across North America and Asia-Pacific.

Leads engineering delivery for a greenfield accounting platform, overseeing technical direction, AI-first development, hiring, team growth, cross-team coordination, and executive communication. Builds and manages a multidisciplinary team delivering accurate, auditable, multi-tenant SaaS financial systems. Partners with technical leaders and accounting specialists to establish quality standards, manage risks, and launch the platform for legal-industry customers.

Own strategy, roadmap, development, and launches for enterprise SaaS products, including AI-powered capabilities. Lead customer discovery, research, prioritization, agile delivery, product documentation, stakeholder communication, and cross-functional collaboration with engineering, design, sales, and marketing. Drive product-market alignment, user experience, adoption, and commercial outcomes in a global remote organization serving legal professionals.

Own SaaS product strategy, roadmaps, requirements, feature development, integrations, and launches for enterprise customers. Lead AI-powered product capabilities from concept through go-to-market, using customer research, market analysis, and data-driven prioritization. Coordinate cross-functional engineering, design, marketing, and sales teams; create product artifacts; manage stakeholder communication; conduct discovery and beta programs; and represent the company at customer events. The role requires strong agile product management, user experience, launch execution, and leadership skills.

Manage customer support enquiries from initial contact through resolution. Troubleshoot technical issues, conduct screen-sharing sessions, explain solutions clearly, document interactions and resolutions, and collaborate with Customer, Product, and Engineering teams. The role requires curiosity, problem-solving, strong communication, technical learning ability, organization, and a customer-focused approach.

Supports FP&A forecasting, budgeting, profitability, pricing, gross margin, and commission analysis. Builds financial models, conducts variance and scenario analysis, contributes to executive reporting, validates data, automates recurring finance processes, maintains dashboards, and supports finance data infrastructure. Partners with Finance, RevOps, Sales, Billing, and Operations to improve data quality and decision-making.

Supports FP&A through budgeting, forecasting, variance analysis, profitability analysis, financial modeling, pricing and gross margin analysis, and commission calculations. Builds reports, dashboards, and data models; automates recurring finance processes; validates data quality; and contributes to finance data infrastructure. Partners with Finance, Sales, RevOps, Billing, and Operations to provide accurate analysis for executive decision-making and strategic initiatives.

Provides first-line and second-line customer support for a legal practice management and accounting SaaS platform. Manages ticket queues, live chats, emails, phone calls, and screen-sharing sessions; investigates root causes, resolves issues, escalates appropriately, documents product knowledge, and keeps customers informed. The role prioritizes service-level agreements, customer satisfaction, response times, resolution rates, and collaboration across geographically distributed support, customer, and development teams.

Manage a portfolio of law firm customers across Australia and New Zealand to drive ARR through cross-sell, upsell and expansion. Build strategic account plans, lead commercial conversations, maintain Salesforce pipeline, partner cross-functionally, capture product feedback, and hit quarterly revenue and retention targets.