Customer Operations Manager

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Filevine

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SaaS • Legal • Artificial Intelligence

Filevine is a comprehensive legal technology platform that offers a wide range of services tailored to law firms and legal practitioners. The platform provides solutions for case management, document management, and contract management, as well as lead management and business analytics. Utilizing advanced AI technologies, Filevine enhances the legal workflow with tools such as DemandsAI, ImmigrationAI, and FilevineAI to automate tasks and improve productivity. It integrates seamlessly with popular tools like QuickBooks and Gmail, ensuring a complete legal tech stack. Filevine also offers eSignature capabilities, time and billing features, and a client portal to facilitate communication. The platform is utilized by various types of law practices, including personal injury, family law, mass torts, and more, and is recognized for its robust security standards and compliance certifications such as SOC 2 Type II and HIPAA.

201 - 500 employees

☁️ SaaS

🤖 Artificial Intelligence

💰 $108M Series D on 2022-04

📋 Description

• Leads the strategy and execution of the post-sale experience for Depositions by Filevine customers. • Directly manage a team of 3–5 Customer Success Associates and 3-5 Customer Support Associates. • Oversee a book of ~300 customer accounts managing long-term adoption and live support on depositions. • Blend team leadership with hands-on customer engagement while deepening expertise in Depositions. • Forecast account health and drive customer education collaborating across GTM teams. • Ensure that every customer realizes measurable value from the platform.

🎯 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

🏖️ Benefits

• Medical, Dental, & Vision Insurance (for full-time employees) • Competitive & Fair Pay • Maternity & paternity leave (for full-time employees) • Short & long-term disability • Opportunity to learn from a dedicated leadership team • Centrally located open office building in Sugar House • Top-of-the-line company swag