Head of Customer Experience at Atrium
San Francisco, CA, US
Atrium is the most client-centric law firm providing legal services and applications to fast-growing companies. Atrium has helped hundreds of companies with everything from drafting and reviewing commercial contracts to raising over $500M in new capital. We’re based in San Francisco and have $75.5M in funding from top investors including Andreessen Horowitz, General Catalyst, Y Combinator, SV Angel, Greylock, and more. Atrium aims to disrupt Big Law and the $160 billion corporate legal services market.
 
As the Head of Customer Experience, you will have the unique opportunity to build and lead a new kind of client experience for customers of legal services. You’ll get to develop and design infrastructure to service clients in the most effective and efficient way, thereby enabling our lawyers to focus on the most high-leveraged work. Your work will also be incorporated into our tools, systems, and software, transforming the way lawyers and clients interact with technology.
 
You will learn from leaders who have implemented client services infrastructure at consumer and SaaS organizations, and work together to develop a unique architecture to service buyers of professional services. You’ll also manage and grow the Customer Experience team!

What would you be doing?

    • Design the end-to-end client journey
    • Build ancillary services, delightful client education, and effective onboarding to demonstrate further value to Atrium’s clients
    • Build our client support infrastructure and tooling in collaboration with Engineering and Product teams
    • Create and implement efficient processes between teams to allow for seamless client handoffs
    • Continually monitor and aim to improve client NPS
    • Manage and grow the current customer experience team

What does success look like in this role?

    • 8+ years of demonstrated success building, scaling and leading customer success teams for high growth SaaS or professional services companies
    • Experience designing the end-to-end customer experience and building support infrastructure (e.g. ticketing systems)
    • Experience implementing a customized 3rd party support software and building integrations with current product offerings
    • Influential people management experience, leading a team by example
    • Enjoys being hands on, taking ownership, and managing projects through to execution
    • High EQ; rigorous attention to detail
    • Obsession for customer success with strong work ethic to meet client demands
    • Previous roles in operations or data analysis a plus

What would you get from Atrium?

    • The rare opportunity to join one of the hottest SF startups with $65M in new funding. We're not just another legal tech company disrupting a traditional industry, we're transforming how legal services are provided!
    • Top-tier mentorship from experienced founders, including Justin Kan
    • Competitive compensation and sweet perks like catered lunch daily, Bevi machine, endless coffee, and snacks
    • San Francisco office across from 4th & King CalTrain with large private patio and views of downtown