Filevine
The Operating Core for Legal
Customer Operations Manager
Location
United States
Posted
102 days ago
Salary
$115K - $137K / year
Postgraduate Degree3 yrs expEnglish
Job 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.
Job 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
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