Customer Success Associate at UpCounsel

Customer Success Associate

*HQ is located in SF | This role can be remote, but you must reside in the US.

UpCounsel is on a mission to make the legal experience remarkable for businesses. 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.

We are looking for a Customer Success Associate who will play a critical role in ensuring our business clients’ success on the platform. The ideal candidate will be exceptionally customer centric and a problem solver and will consistently look to improve the client-experience. As a part of this role, you will be in direct contact with our high-value clients on a daily basis as well as identifying and delivering on client needs to ensure they successfully book their jobs with an attorney on our platform.

At UpCounsel you will:

  • Help to achieve our growth targets for successful job bookings
  • Deeply understand our products and customers and help lead customer-facing / customer-experience efforts
  • Conduct client outreach through digital channels (email, voice, chat, etc.) and delivering on customer needs daily
  • Collaborate with other teams to deliver on customer needs
  • Provide insights, suggestions and feedback to managers and leads
  • Reporting on client outreach and key success metrics
  • Protect and grow the UpCounsel brand with each and every customer interaction

The ideal candidate:

  • Bachelor’s Degree
  • 2-3 years of experience in B2B Customer Success, Account Management, Business Development, Sales, or other client-facing role
  • Exceptional communication skills (both written and oral)
  • Passionate about customer experience and highly empathetic
  • Strong problem-solving skills
  • Analytical orientation and able to identify process improvement opportunities
  • Hungry and energized to hit ambitious goals and “do whatever it takes”


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

Benefits + Perks

We want UpCounsel to be a great place to work. It’s that simple. We continue to look for new approaches to provide competitive wages, quality benefits, opportunities for our employees' growth and a culture that supports our strong commitment to family, balance, and wellness. Here are just a few of the benefits and perks you can expect at UpCounsel.

  • Healthcare: Choose between Anthem or Kaiser. We offer Delta Dental and VSP (for vision)
  • Flexible Paid Time Off
  • 12 Weeks company paid Parental Leave
  • 100% reimbursement for Work-related public transportation expenses
  • Work Remote Wednesdays
  • Learning stipend
  • We're located in the Financial District, near BART, Muni, and even the California Street cable car!

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