Product Manager, Client Experience

About Atticus At any given time, 15 million Americans are experiencing a crisis that requires urgent help from our legal system or government. The right assistance can transform their lives. But today, most never get it. Atticus is a startup on a mission to change that. We''re reinventing a broken space: the $100 billion market for legal services for individuals. Through proprietary technology, a top-tier team, and a network of the nation''s best local law firms, we''ve taken a rare and exclusive commodity - access to expert legal advice and referrals - and made it free and available to everyone. To clients, we''re a source of trusted guidance and an easy way to find and hire a great lawyer. To lawyers, we''re a source of vetted clients and a way to build a practice they love while doing good. Today, most of our work involves helping disabled Americans qualify for government benefits. We also help victims of accidents, misconduct, and violence recover by getting compensation from insurance. We''ve raised $28 million from top VC firms like Forerunner (Jet, Glossier, Warby Parker) and True Ventures (Peloton, Fitbit, Ring) and help more than 1,000 clients each month ( see our 3,000+ five-star reviews ). We''re small but moving fast - our team has grown from 16 to 50 over the past year - and we''re seeking great people to help in our mission. The Job Every day, hundreds of new clients contact us for legal help, and our team works through their cases to find them the best representation possible. To provide a great experience we have to do a lot quickly: understand their situation, identify their needs, give advice, and match them with the right lawyer, all within a few minutes. We''ve managed to do all of this in a way that users love, but we''ve done it by leaving some parts of the process quite manual - which means we can only scale so far. Your job is to change that: to lead the effort to transform our internal customer experience product into a platform that can serve tens of thousands of people. To date, Salesforce has been the backbone behind these interactions, and we''ve made dozens of customizations to make it work for us and facilitate a seamless client experience. We''re currently transitioning more and more of our effort into Twilio (and other proprietary web applications), so you''ll need to become well-versed with each system and ensure they can all work together seamlessly. You will be tasked with owning, maintaining, and expanding our internal products - starting with Salesforce. We are looking for someone with a unique combination of strategic prowess and technical acumen to drive this. An ideal candidate is a self-motivated, independent problem solver who is excited to ask questions, dive into the details, make recommendations, and drive results. A few examples of problems you will be called on to solve: Help increase customer experience productivity by rethinking our client intake experience in Twilio : watch and observe their existing intake process in Salesforce, mock up a more seamless interface (e.g., reduce unnecessary clicks, better utilize structured data / text templates), and work with the rest of our product team to implement in Twilio. Increase our client contact rate by optimizing how we respond to client requests : work with our business operations team to understand which types of clients we''re best able to serve, and design, create, and launch a series of flows in Salesforce to prioritize or deprioritize call tickets to clients without errors or disruptions to existing processes. You will work with our VP Product & Director of Product , but work across many teams (including customer experience, engineering, business operations) to adapt and develop solutions to stakeholder problems. It''s a pathway to several options, including staying here and growing as a product leader. Your Responsibilities Provide thought leadership and partnership around Salesforce & Twilio architecture in partnership with business stakeholders & engineers, helping them solve problems and add new features. Proactively review, recommend, and implement new system features and updates. Design and execute solutions that include data mapping, object modeling, page layout design, and business process workflows (including heavy use of flows). Integrate, troubleshoot and fix issues between Salesforce and other systems; document your changes so others can follow along. Address user questions, aggregate and prioritize user feedback, and plan and implement product enhancements based on personal expertise, user inputs, and organizational goals. Document and train staff on system best practices and processes. Qualifications Required: You joined a top consulting firm out of college and have either been promoted or are about to get there. You''ve led projects where you mapped complex systems, gathered and analyzed data, made recommendations, and helped design and implement solutions. You''re able to adapt to new systems and analytics platforms quickly, and excel at your own data gathering and analysis. You''re a kind and thoughtful colleague who knows how to shape a great team culture, persuasively advocate for your ideas, and get buy-in from others. You have a demonstrated commitment to doing good and helping people. Bonus / Nice-to-Have: You have experience with marketplace businesses or complex consumer services (insurance, fintech, medical, real estate, etc.). You have experience working at a fast-growing start-up. You have past experience using Salesforce or another CRM system. We are strongly committed to building a diverse team. If you''re from a background that''s underrepresented in tech, we''d particularly love to meet you. Benefits This is a rare opportunity to join a startup that has strong traction (substantial funding, well-respected backers, tremendous growth, and many happy customers) but is still small enough that you can have a huge impact and play a role in shaping our culture. We''re a certified B Corporation tackling a critical social problem. Our mission to help people in need drives everything we do, and your work here will touch many lives. We offer competitive pay - including equity - and generous benefits: Medical and dental insurance with 100% of employee premiums covered 15 vacation days & ~19 paid holidays each year (including two weeks at end-of-year) Free memberships to ClassPass and OneMedical $1,000 reimbursable stipend for education and training outside of work Student loan repayment assistance, 401(k), and optional HSA Free snacks, drinks, weekly lunches, and regular team dinners/events/retreats Humble, thoughtful, smart, fun colleagues Location & Covid Today, about half our team are in Los Angeles or Phoenix (where we have offices) and half are fully remote and spread across the U.S. There are two options for this job: Live in Los Angeles, work a few days a week (or more) out of our beautiful office in the Arts District. Live wherever, work remotely, and travel to LA (on the company dime) as needed to be with your colleagues -somewhere between monthly and quarterly. In short: You can do this job well remotely, and we''re committed to empowering everyone with flexibility. But we care a lot about building a great culture and we think some interactions need to happen in person, so we put a lot of thought into retreats, offsites, and other ways to gather. As for Covid: When the pandemic started, we immediately shifted to fully remote to protect our team and shuttered our office. Today, everyone on the team is vaccinated, and many come in often (though we don''t require it). Going forward, you can expect that vaccinations will be required for all employees (unless medically unable) and that if a variant emerges that makes in-person work unsafe for vaccinated people, we''ll close our office, cease any travel, and do whatever it takes to protect and support our team.

Created: 2026-04-04