Customer Operations Manager at Filevine

United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, Technology, SaaSIndustries

Requirements

3+ years of experience in customer success or technical support, ideally in a fast-paced SaaS environment
Previous people-management experience, with a track record of developing and scaling customer-facing teams
Exceptional written and verbal communication skills
Strong organizational habits with the ability to stay proactive, responsive, and calm under pressure
Professionalism and confidence when navigating challenging or escalated conversations
A bias toward action, curiosity, and continual improvement
Experience with tools such as Zendesk, Talkdesk, Excel, Slack, Notion (or similar)
Resilience and adaptability suited to a dynamic, startup-like environment

Responsibilities

Manage and align goals for CSAs who own the post-sale experience, ensuring high engagement and long-term retention
Become a product expert, answering functionality questions and diagnosing customer challenges
Analyze usage trends and recommend tailored workflows to maximize customer ROI
Create and maintain customer-facing content such as notice templates, best practices, guides, and training materials
Collaborate cross-functionally to ensure education materials align with new product features and GTM efforts
Partner with Sales, Marketing, and Implementation to support product rollouts, onboarding journeys, and expansion opportunities
Provide ground-level customer insights that help shape Filevine’s GTM strategy
Troubleshoot technical or workflow issues and route them to the correct internal teams for resolution
Facilitate timely internal and external communication around open issues
Identify fiscally responsible solutions that balance customer needs and contract terms
Manage a team of customer support specialists who help with live deposition events
Help create processes that streamline and optimize support through phone, email, and chat
Directly manage a team of 3–5 Customer Success Associates and 3-5 Customer Support Associates overseeing ~300 customer accounts

Skills

Key technologies and capabilities for this role

Customer SuccessTeam ManagementProduct ExpertiseAccount ManagementUsage AnalysisCustomer RetentionCustomer SupportWorkflow OptimizationCross-functional CollaborationROI Analysis

Questions & Answers

Common questions about this position

What does the Customer Operations Manager role entail in terms of team management?

You will directly manage a team of 3–5 Customer Success Associates and 3-5 Customer Support Associates who oversee a book of ~300 customer accounts, focusing on long-term adoption and live support for Depositions by Filevine.

What are the main responsibilities in customer success and adoption?

Responsibilities include managing and aligning goals for CSAs to ensure high engagement and retention, becoming a product expert to answer questions and diagnose challenges, and analyzing usage trends to recommend tailored workflows for maximum ROI.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of company culture does Filevine have?

Filevine has a team of extraordinary and passionate professionals who love working together to help organizations thrive, in a fast-paced environment focused on innovation and customer success.

Filevine

AI-powered platform for legal operations

About Filevine

Filevine provides an AI-powered legal technology platform designed to improve the efficiency of law firms. The software suite, developed by legal professionals, includes features that reduce repetitive tasks, assist in drafting documents using case data, and offer customizable settings for document management. It also includes tools for invoicing, timesheet review, and time tracking, which help law firms streamline their workflows and save resources. Additionally, Filevine offers AI-enhanced intake and lead management tools that assist firms in converting leads into clients and optimizing marketing efforts. The platform features eSignature capabilities for easy document management and signing. Unlike many competitors, Filevine integrates advanced AI functionalities, allowing users to generate demand letters and gain real-time insights from documents. The goal of Filevine is to empower law firms of all sizes to operate more efficiently and effectively through technology.

Provo, UtahHeadquarters

2015Year Founded

$414MTotal Funding

SERIES_DCompany Stage

AI & Machine Learning, LegalIndustries

501-1,000Employees

Benefits

Medical, dental, & vision insurance

Parental leave

Disability insurance

Ergonomic and height-adjustable workstations

Weekly taco lunches

Flexible hybrid work schedules

Risks

Increased competition from similar AI-powered legal tech startups may affect market share.

Data privacy concerns with AI and third-party platforms could lead to regulatory issues.

Economic downturns may reduce law firms' spending on legal technology solutions.

Differentiation

Filevine offers a comprehensive AI-powered platform tailored for legal professionals.

The platform integrates real-time data analytics for enhanced decision-making in law firms.

Filevine's eSignature and document management tools streamline legal workflows efficiently.

Upsides

Filevine's AI tools improve lead conversion and client acquisition for law firms.

The partnership with Domo enhances operational efficiency through actionable data insights.

Filevine's comprehensive billing and payments platform strengthens its end-to-end solution offering.

Land your dream remote job 3x faster with AI

Try Jobo Free