Head of Customer Success at UpCounsel

Head of Customer Success

UpCounsel is on a mission to make the legal experience remarkable for businesses and we’re looking for the leaders to drive mission with strong technology and product. We work with thousands of entrepreneurs and thriving companies to deliver high quality, convenient and cost effective legal services from the world’s largest legal community. When businesses can access great legal services, they make better decisions and can grow their business with confidence. UpCounsel’s product facilitates an end-to-end experience for both businesses and lawyers, which places us firmly at the middle of this untouched, yet critical industry.

The Head of Customer Success has ultimate responsibility in ensuring UpCounsel is delighting our clients - from their first post to creating ongoing relationships with our legal community. The ideal candidate will be exceptionally customer centric and will consistently look to improve the customer-experience through creation and execution of process, automation and tooling. This is a highly-collaborative role, especially across markets and with the leadership team. Critical to success is proven people-management experience and building high-performing teams.

At UpCounsel you will:

  • Deeply understand our products and customers and own all customer-facing / customer-experience roles and teams across all markets
  • Manage, inspire and lead a high-performing and rapidly growing team, including recruiting, hiring & training new team members to hit 2018 growth targets
  • Develop and implement a consistent, repeatable, scalable customer experience through playbooks, scripts, processes, coaching, craft mentorship, Service Levels Agreements, performance management and overall organizational structure
  • Understand shifting needs and goals of the overall company and Customer Success function and proactively seek ways to align and execute around these
  • Set and be responsible for monthly targets and goals by market
  • Protect and grow the UpCounsel brand with each and every customer interaction
  • Own weekly reporting to Head of Customer Experience - reports created by having a deep understanding of outputs and key drivers to the Customer Success function

The ideal candidate will have:

  • 7+ years of proven customer success leadership
  • Demonstrated and proven passion for B2B at the SMB, and Mid-Market OR Enterprise levels
  • Hands on leader with strong coaching abilities
  • Strong customer success acumen with demonstrated ability to grow and scale a high-performing customer success team
  • Experience developing and implementing scalable customer success processes and systems
  • Proven track record of holding team to high expectations and exceeding targets
  • Proven track record of driving organizational change
  • Ability to motivate and inspire cross-functional teams
  • Creative problem-solving abilities, with a proven track record of thinking “outside the box” to solve complicated and multi-faceted problems
  • Strong and structured communication style, both verbal and written
  • Strong presentation and public speaking skills
  • Ability to communicate vision to a large team
  • Quantitative and data-driven; able to draw insights from data, but also to make decisions based on imperfect data
  • Experience leading change in a high-growth environment
  • Hungry and energized to hit ambitious goals
  • Willingness to roll up your sleeves and “do whatever it takes”

Bonus:

  • Experience working at a high-growth technology & sales company
  • Legal 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

401(k)

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

Games

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