Customer Success Manager at Atrium
San Francisco, CA, US
Atrium is reinventing the way legal services are delivered by combining modern technology and operational efficiency to deliver fast, transparent, and price predictable services to high-growth companies. Atrium aims to disrupt the $158B corporate legal services market. We’re based in San Francisco and have $75.5M in funding from top investors including Andreessen Horowitz, General Catalyst, Y Combinator, Greylock, First Round Capital, and more. 
Atrium’s platform promotes collaboration between clients and their attorney to seamlessly manage corporate records, draft key documents, and track projects in one place, resulting in a vastly superior experience that enables our clients to focus on growing their business. Atrium has helped ~400 companies with everything from corporate governance and drafting commercial contracts to raising over $1B in venture capital. We are a cross-functional team of engineers, designers, product managers, operations and legal experts building products and tools that are changing the future of the legal industry. 
As a Customer Success Manager, you will help own the end-to-end client experience for fast growing companies. You’ll be the main non-legal point of contact for Atrium’s clients with direct responsibility for client satisfaction.  You’ll help develop and design infrastructure to serve clients effectively and efficiently, freeing our lawyers to focus on the most high leveraged work - providing best-in-class legal advice. Your work will also shape our products and processes, thereby transforming the way lawyers and clients interact with technology.
At Atrium, you will have the opportunity to learn and develop best practices for serving startups from leaders who have built the client services infrastructure at consumer and SaaS organizations. You’ll collaborate to develop a unique architecture to serve buyers of professional services.

What will you be doing?

    • Develop strong relationships with our valued startup clients, especially in the blockchain and fintech space
    • Build and execute against our client engagement plans
    • Build out ancillary services, delightful client education, and helpful on-boarding to demonstrate further value to clients
    • Build qualifiers and processes between teams to allow for seamless client handoffs to the attorneys
    • Continually ideate to efficiently create the best-in-class client experience
    • Generate high client NPS that rivals top consumer companies

What does success look like in this role?

    • 3-5 years of previous experience in a client-facing role, such as client services, success, support, or consulting
    • Supremely comfortable communicating with the C-suite of companies, and a natural ability to build meaningful relationships
    • Track record of building and seeing things through to execution
    • Takes ownership of problem solving issues
    • Obsession with customer success and making sure no balls are dropped
    • You execute with empathy, and value responsiveness
    • Ability to operate well under ambiguity
    • Likes getting in the weeds, and are incredibly detail oriented
    • Ideally, you have blockchain or fin-tech experience

What you'll get from Atrium?

    • The rare opportunity to be an early engineering leader at 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 (Twitch founder)
    • A cross-functional, collaborative and growth-oriented environment where your input is highly valued
    • Competitive compensation with equity, top-tier health and commuter benefits, 401k, pet insurance, and paid vacation and sick time-off; plus sweet perks like catered lunch daily, cell phone reimbursement, professional development stipend, etc.
    • San Francisco office across from 4th & King CalTrain with large private patio and views of downtown.