Manager, Client Success

Job Description

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 the Team Manager for our Client Success team, you will have the unique opportunity to help build out a new kind of client experience for customers of legal services. You will be working closely with our Account Managers to iterate and execute upon our day-to-day processes to serve clients in the most effective and efficient way, delighting our clients with proactive and thoughtful service and 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. Learn best practices 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.

What will you be doing?

• Establish relationships with ICs and take over weekly 1:1s
• Help design and implement tactical day-to-day AM processes to ensure they align with strategic company objectives
• Help design and implement a best-in-class end-to-end legal client experience (customer experience rivaling the best consumer companies)
• Monitor day-to-day IC processes to ensure they are being followed, and serve as first point of escalation for internal issues and client issues
• Take the lead on hiring new AMs to continue scaling the Accounts team

What does success look like in this role?

• 2+ years of experience managing a team of Account Managers or Customer Success Managers at a Series B+ company AND demonstrated success doing so
• Experience rolling out and iterating upon day-to-day AM/CS processes
• Ability to think strategically and tie tactics to strategy
• Player + Coach mentality; you love to lead by example and you inspire people to perform at their best
• Obsessed with providing a world class customer experience
• Meticulous and detail-oriented; you ensure that no balls are dropped

What you'll get from Atrium?

• The rare opportunity to join one of the hottest SF startups with $65M in new funding . We're not just a legal tech company disrupting an archaic 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.

Atrium is committed to building a diverse and inclusive company that celebrates and develops individuals of all backgrounds. We are an equal opportunity employer and encourage all applicants. Apply for this job