Customer Success Manager - Attorneys at UpCounsel

Customer Success Manager - Attorneys

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 Manager who will play a critical role in ensuring the success of attorneys on the UpCounsel platform. The ideal candidate will be exceptionally customer centric and a problem solver, and will consistently look to improve the attorney experience by building programs and processes to help attorneys be more successful on UpCounsel. As a part of this role, you will be in direct contact with attorneys in our community on a daily basis, to serve as their biggest advocate and ensure they have a positive experience.

At Upcounsel, you will:

  • Help create a delightful experience for attorneys and achieve our targets for attorney retention
  • Deeply understand our products and attorneys and help lead attorney-facing / attorney-experience efforts
  • Build out new programs and iterate on existing programs to help attorneys grow their practices on UpCounsel
  • Conduct attorney outreach through multiple channels (email, calls, etc.) and deliver on their needs daily
  • Collaborate with other teams to improve the attorney experience while supporting cross-functional objectives
  • Report on attorney outreach and key success metrics and provide insights, suggestions, and feedback to managers and leads
  • Protect and grow the UpCounsel brand with each and every attorney interaction

The ideal candidate has:

  • Bachelor’s Degree
  • At least 3 years of experience in B2B Customer Success, Account Management, or other client-facing retention roles
  • Experience creating customer-facing programs from scratch and measuring success
  • Experience helping to grow a customer success team
  • Exceptional communication skills (both written and oral) with both internal and external partners
  • Passion for customer experience and is highly empathetic
  • Strong problem-solving skills
  • Analytical orientation with the ability to identify process improvement opportunities and iterate on existing processes
  • Hunger and energy to hit ambitious goals and “do whatever it takes”
  • Authorization to work in the United States

Bonus:

  • Experience working at a high-growth technology and sales company
  • Legal or other highly-regulated industry 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

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