December 15, 2021

Customer Success Project Coordinator at Lupl

Ideal candidates will be located in the US Eastern or UK time zones.

About Lupl: Lupl is the Collaboration Platform for Legal. It makes it easy for legal professionals and their clients to work together, within and between law firms, corporate legal departments, and other organizations. It combines powerful native communication, collaboration, document sharing, knowledge and legal project management functionality with the option to plug and play with a range of integrated third-party systems. The Lupl platform was beta-tested for a year prior to its Early Adopter Program launch in April 2021 and its Global Release in November 2021.


Working at Lupl: Lupl itself is the result of a unique collaboration between an international group of law firms and legal departments. And working at Lupl provides an opportunity for collaboration, challenge, and reward. Join an exciting and dynamic startup aiming to support a rapidly changing legal industry, while remaining dedicated to maintaining a diverse workplace that values and celebrates differences. You’ll work with a highly energetic, entrepreneurial, and international team who are passionate about our platform and our company.


We are an equal opportunity employer. We celebrate diversity, welcome applications from candidates from all walks of life, and are committed to creating an inclusive environment for everyone at Lupl. 


Position summary:

The success of Lupl is inherently tied to the success of our customers. If our customers succeed using our platform, they’ll continue using it and Lupl will thrive. The Customer Success team maximizes the value to each customer by helping them optimize the use of the Lupl platform so they can achieve their business goals. We work to build strong, long-term relationships with Lupl’s customers that drive activation and retention, reduce churn, and expand use of the platform. We advocate for our customers, anticipate possible customer issues, and proactively solve them.


As the Customer Success Project Coordinator, you will place the customer at the center of everything we do. This is an individual contributor role that is focused on helping the Success team to define and execute on project scope and objectives. You will be responsible for managing rollout schedules, coordinating resources across teams, and using data to continuously improve our processes. Your end goal is to ensure customers rapidly realize value from Lupl, ultimately meeting (and exceeding) our team and company KPIs. Lupl is rapidly growing, and this position will provide many opportunities for growth and advancement.


Key Responsibilities

  • Responsible for project managing the successful deployment and business adoption of the platform for customers through all the phases of planning, implementation, and support.
  • Ensure a smooth onboarding of new customers and ensure maximum value is realized quickly.
  • Develop & enhance project support documentation as required for successful deployment and adoption of our product.
  • Close collaboration with Sales, Marketing and Product teams
  • Build and manage strong customer relationships.
  • Manage handover process from sales to ensure customer requirements are understood and delivered.
  • Define, manage, and deliver on customer expectations throughout the setup process and thereafter.
  • Organize and plan for customer meetings to get effective outcomes and ensure the customer is on track in the project plan
  • Identifies and schedules program deliverables, milestones, and required activities and tasks.
  • Creates high-level reporting summarizing across projects and programs to help determine overall status, risks, and resource balancing needs.

We’re Looking for Someone Who Has:

  • 2+ years of proven success delivering high-quality support directly to customers.
  • Drive, ambition, a desire to learn, and great positive attitude.
  • Excellent communication skills: written, verbal, one-to-one, group, formal presentations.
  • Able to produce well-structured and clear customer facing documentation and reports.
  • Strong competency in Project Management techniques and approaches.
  • Provide excellent customer service skills – hugely responsive internally and to customers
  • Experience with Cloud/SaaS software products and/or with lawyers / legal professionals is highly desired.
  • Ability to operate independently in a highly ambiguous and fast-paced environment.

Nice to Haves:

  • Experience working in or with law firms, legal operations, or legal service providers.
  • Experience at a growth stage SaaS company.
  • Experiencing creating PowerPoint presentations that communicate project status and plans.


If you don’t meet 100% of these qualifications but you know you have what it takes to rock this job, we encourage you to apply!


Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Physical demands:

The employee is frequently required to access, input, and retrieve information from a computer to produce typed/written copy, free of errors, without the assistance of another person. The employee is regularly required to read, speak, hear, and communicate clearly and effectively.


Work environment:

Lupl is primarily a distributed team. This role may involve an in-office and/or work-from-home environment. Lupl uses standard office equipment that includes, but is not limited to, computers, telephones, multi-function devices (print/copy/scan), books and files. While performing the duties of this job within an office, the employee may be exposed to various components of an office environment such as florescent lighting, pollen, dust, recycled air, VDTs, semi-enclosed areas, central heating and air conditioning and office noise.


Safety expectations:

Exercise care in the course of work to prevent injuries to oneself and co-workers


Diversity, equity, and inclusion statement: We strive to create an inclusive and rewarding environment that allows our people to thrive both professionally and personally. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at the company will be based on merit, qualifications, and abilities. The firm does not discriminate in employment opportunities or practices on the basis of race, color, religion, national origin, ancestry, gender, sex, gender identity, gender expression, age, medical condition, sexual orientation, sexual preference, marital status, citizenship, pregnancy, childbirth, or related medical condition, physical or mental disability, genetic characteristics, veteran status or any other status or characteristic protected by federal, state or local laws. This policy governs all aspects of employment, including but not limited to, recruitment, selection, job assignment, compensation, discipline, promotion, termination and access to benefits and training.


General sign-off: Specific duties for this position will be assigned; the requirements may vary from time to time, depending on the needs of the company. In addition to being able to perform the demands, a Lupl employee will be required to meet personal and education, physical, medical, safety and other requirements established by the company for this position.

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