Introduction

Yesterday’s Session focused on expectations of in-house counsel when working with external law firms. We were joined by Patrick Callinan, Associate General Counsel at Sprout Social. The discussion provided candid insights into what corporate legal teams truly value when selecting and retaining outside counsel.

The Shift from Private Practice to In-House

Callinan shared his journey from corporate law partner to in-house Counsel, emphasising the cultural shift. Moving in-house required abandoning the billable-hour mindset and adopting a broader commercial view. Unlike in a large firm, where teams of experts are readily available, in-house lawyers often work with leaner legal resources and must balance risk management with enabling the business. A key part of this transition is leaning on the GC community for peer insights and practical interpretations of new regulations.

Building Trust: People Over Firms

One of Callinan’s strongest messages was that trust is built between people, not brands. While prestigious firm names may appeal early in a career, experienced GCs look for individual lawyers who deliver pragmatic, timely advice. Responsiveness, fairness on fees, and a genuine understanding of the client’s business are critical. Cold, transactional contact erodes confidence; personalised updates and informal catch-ups build it.

Staying Relevant Through Thoughtful Communication

Lawyers should avoid generic newsletters and instead provide concise, tailored updates on issues that truly affect the client’s sector. For example, a tech GC values clear, practical summaries of regulations like the EU Data Act, not broad real estate law alerts. Informal check-ins — even short calls or messages — can position lawyers as trusted advisors rather than distant service providers.

Human Connection in the Age of AI

The rise of AI does not diminish the need for human relationships. While clients expect firms to use AI for efficiency, they still rely on their counsel’s judgement, experience, and market perspective. Technology should reduce cost and staffing on routine work but cannot replicate the trust built through personal engagement.

Qualities GCs Value in Rising Lawyers

Ambition, preparation, and curiosity stand out. Callinan praised mid-level associates who study a client’s terms, policies, and business model before a first conversation. This signals commitment and helps translate legal knowledge into practical solutions. Younger lawyers who invest in understanding the client and proactively share insight can win long-term loyalty.

Commercial Awareness and Fee Transparency

GCs want predictable, fair pricing and dislike surprises. Lawyers who estimate reasonably, include routine follow-ups, and avoid overstaffing build trust. Clients

notice when costs reflect actual value and when efficiency gains — including through AI — are passed on rather than upcharged.

Conclusion

Trust, relevance, and commercial sense remain the cornerstones of strong external counsel relationships. Firms that combine deep knowledge of a client’s business with thoughtful communication and fair pricing are far more likely to win enduring partnerships.