Customer Success Manager at UpCounsel

Customer Success Manager

UpCounsel is looking for a Customer Success Manager to guide and help our clients have a remarkable experience working on our platform. You’ll join as a key member of our fast-growing team, working directly with the VP of Growth to create processes and programs that maximize the experience for our small business clients.  You’ll need the analytical ability to identify opportunities for improvement, and the hustle to work directly with hundreds of clients to help them achieve their goals.  If you have a passion for being a customer advocate,  a knack for managing complex initiatives with ease, and a deep appreciation of the thousands of small businesses you’ll empower each day, we’d love to chat.

At UpCounsel you will:

  • Experiment – Use data to identify and test opportunities to improve quality for the customer and to build a strong, satisfied community of attorneys
  • Build & Optimize – Scale new and existing processes to allow the business to efficiently operate and grow
  • Drive Improvement – Proactively identify new product features to improve the Client  experience and reduce manual processes
  • Collaborate – Work cross-functionally with our Sales, Marketing, Data and Product teams to improve the client and attorney experience and hit goals

An ideal candidate:

  • Self-starter – You have a bias towards action and can thrive in a fast-paced, constantly changing work environment
  • Naturally curious – You always look for ways to innovate and improve
  • Entrepreneurial – You crave responsibility, want to shape the vision and direction of the company and will get your hands dirty, doing whatever it takes to drive growth and create a remarkable customer experience
  • Problem solver – You can independently translate high-level goals into actionable plans
  • Customer focused -- You love building relationships and forming deep connections with customers and partners.
  • Analytical chops – You have experience using data to guide and support business decisions
  • Leader – You are a strong communicator with a proven track record of leading initiatives, hitting goals and succeeding in a team environment
  • 2-4 years of experience in customer success, operations, sales or related experience; high-growth start-up and marketplace experience a plus
  • Bonus: Legal background or experience.

Perks & Benefits

Health + Vision + Dental Insurance

Full medical, dental and vision to keep you healthy

Competitive salary + equity

Competitive salary & generous stock option package


We encourage our team to be thinking about their future

Open vacation policy

We don’t track PTO - take the time that you need

Enjoy delicious meals

Enjoy lunch at the office

Flexible work hours

Flex your schedule to start and end work when is best for you

Commuter reimbursements

Get reimbursed for your public transportation costs each month

Customize your workstation

Build your workstation and desk to make it comfortable

Team Retreats

Quarterly off-site team retreats full of fun surprises and team inspiration


When it comes to games, we know how to have fun! Foosball, Xbox, fantasy football, and more!

Great coffee 24/7

We're serious about getting quality coffee from throughout the world

We're in San Francisco