Customer Onboarding Manager

Filevine

Salt Lake City (UT)

On-site

USD 80,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Medical, Dental, & Vision Insurance

Competitive Pay

Maternity & paternity leave

Short & long-term disability

Job summary

A technology company is seeking a Customer Onboarding Manager in Salt Lake City, Utah. The role involves overseeing onboarding coordinators to ensure client success with the product and requires 8+ years in customer success or account management, preferably in SaaS. Join a rapidly growing firm committed to helping organizations thrive.

Qualifications

8+ years of experience in customer success, account management, or implementation coordination roles, ideally in SaaS or technology solutions.
Proven track record of managing partner relationships and ensuring compliance.
Legal experience is a plus.

Responsibilities

Manage a team of customer onboarding coordinators to achieve success.
Validate implementation partner statements of work.
Track and monitor internal data for accuracy.
Check in with customers during the implementation process.
Monitor customer usage and flag at-risk customers.

Skills

Exceptional communicator

Experience in customer success

Proficiency in data tracking

Strong organizational skills

Job description

Overview

Filevine is forging the future of legal work with cloud-based workflow tools. We have a reputation for intuitive, streamlined technology that helps professionals manage their organization and serve their clients better. We’re also known for our team of extraordinary and passionate professionals who love working together to help organizations thrive. Our success has catapulted Filevine to the forefront of our field—we are ranked as one of the most innovative and fastest-growing technology companies in the country by both Deloitte and Inc.

Our Mission Filevine is building the seamless intersection between legal and business by creating a world-class platform to help professionals scale.

Job Summary

This person is responsible for overseeing, managing, and monitoring various aspects of the customer pathway from post-sale through implementation and after launch of the Filevine product. This person will manage roughly 4-6 customer onboarding coordinators. The position ensures customers are correctly aligned with expectations, are implemented properly, and receive high-quality support throughout their journey. The role involves close collaboration with customers, partners, and internal teams to ensure seamless communication, alignment, and successful adoption of Filevine.

Responsibilities

Manage a team of customer onboarding coordinators; help them achieve their greatest level of success
Validate certified implementation partners' statements of work and ensure customers are assigned to an appropriate partner
Track and monitor internal data to ensure up-to-date and accurate information is provided by partners and customers
Review sales calls and partner/customer calls to ensure correct information is being communicated and expectations are aligned
Check in with customers during the implementation process to address questions and maintain satisfaction
Maintain relationships and lead communication channels between customers, partners, and internal teams during escalations
Monitor progress to ensure implementation issues and roadblocks are resolved effectively
Ensure partner and customer expectations are aligned throughout the process
Validate customers have been launched successfully with the product
Monitor customer usage and flag at-risk customers for intervention
Collect satisfaction scores and identify successful customer stories showcasing Filevine’s value

Qualifications

Exceptional communicator with experience working post-sale with cross-functional teams (sales, customer success, and implementation partners)
8+ years of experience in customer success, account management, or implementation coordination roles, ideally in SaaS or technology solutions
Proven track record of managing partner relationships and ensuring contractual/statement-of-work compliance
Proficiency in data tracking, reporting, and analysis to monitor partner and customer progress
Strong organizational and time management skills to handle multiple customers and partners simultaneously
Legal experience is a plus

Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevine’s equal employment opportunities, you may contact us at legal@filevine.com

Benefits