Customer Success Associate ›

Filevine; Northern (KY); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Disability Insurance

Company swag

Job summary

Filevine is seeking a Customer Success Associate to ensure customers realize ongoing value from Depositions by Filevine. This role focuses on adoption, retention, and long-term customer satisfaction by proactively supporting clients throughout their lifecycle.

You’ll work with Deposition Ops, Sales, Implementation, Marketing, and Product teams to monitor customer health, deliver insights, and educate customers on best practices.

Qualifications

• 3-5 years of experience in Customer Success, Account Management, or a related client-facing role.
• Strong communication skills with the ability to explain concepts clearly and empathetically.
• Willingness to travel to meet customers for meetings and conferences.
• Data-driven mindset with comfort interpreting usage metrics and health indicators.
• Highly organized and able to manage multiple customer initiatives simultaneously.
• Collaborative and proactive, with ownership and accountability.
• Experience in SaaS, legal tech, or B2B software is a plus.

Responsibilities

• Support customers throughout their lifecycle to ensure continued usage and long-term success with Depositions by Filevine.
• Monitor customer health metrics and usage trends to identify risks, opportunities, and expansion signals.
• Assist in forecasting retention and growth through accurate health scoring and reporting.
• Prepare and support business reviews by gathering usage data, outcomes, and operational insights.
• Create and maintain enterprise-level reporting to help customers understand value and ROI.
• Surface customer feedback and trends to internal teams to inform product improvements.
• Partner with Sales, Implementation, and Marketing teams to support go-to-market initiatives and customer handoffs.
• Assist with expansion motions and customer advocacy efforts.
• Help ensure a seamless customer experience across the post-sale journey.
• Support customer education through training materials, documentation, and best-practice resources.
• Assist in onboarding reinforcement, feature adoption campaigns, and ongoing enablement initiatives.
• Help customers understand and adopt new features and enhancements.

Skills

Customer Success

Account Management

Communication

SaaS Experience

Data analysis

Organizational skills

Team collaboration

Job description

Filevine is a Legal AI company delivering Legal Operating Intelligence for the future of legal work. Grounded in a singular system of truth, Filevine brings together data, documents, workflows, and teams into one unified platform—where modern legal work happens with clarity and consistency.

Powered by LOIS, the Legal Operating Intelligence System, Filevine connects context across every matter to transform legal operations from reactive to proactive. LOIS reads, understands, and reasons across your data to surface insight, automate complexity, and give professionals the clarity and confidence to see more, know more, and do more. Fueled by a team of exceptional collaborators and innovators, Filevine’s rapid growth has earned AI awards and recognition from Deloitte and Inc. as one of the most innovative and fastest-growing technology companies in the country.

Role Summary:

The Customer Success Associate is responsible for ensuring customers realize ongoing value from Depositions by Filevine. This role focuses on adoption, retention, and long-term customer satisfaction by proactively supporting clients throughout their lifecycle.

You’ll work closely with Deposition Ops, Sales, Implementation, Marketing, and Product teams to monitor customer health, support go-to-market initiatives, deliver insights through reporting and reviews, and help educate customers on best practices. This is an ideal role for someone who enjoys relationship-building, and helping customers succeed at scale.

What You'll Own:

Support customers throughout their lifecycle to ensure continued usage and long-term success with Depositions by Filevine

Monitor customer health metrics and usage trends to identify risks, opportunities, and expansion signals

Assist in forecasting retention and growth through accurate health scoring and reporting

Customer Insights & Reporting

Prepare and support business reviews by gathering usage data, outcomes, and operational insights

Create and maintain enterprise-level reporting to help customers understand value and ROI

Surface customer feedback and trends to internal teams to inform product improvements

Go-to-Market & Cross-Functional Support

Partner with Sales, Implementation, and Marketing teams to support go-to-market initiatives and customer handoffs

Assist with expansion motions and customer advocacy efforts

Help ensure a seamless customer experience across the post-sale journey

Customer Education & Enablement

Support customer education through training materials, documentation, and best-practice resources

Assist in onboarding reinforcement, feature adoption campaigns, and ongoing enablement initiatives

Help customers understand and adopt new features and enhancements

Who You Are:

3-5 years of experience in Customer Success, Account Management, or a related client-facing role

Strong communication skills with the ability to explain concepts clearly and empathetically

Ability to occasionally travel to meet customers for sales/implementation meetings and conferences

Data-driven mindset with comfort interpreting usage metrics and health indicators

Highly organized and able to manage multiple customer initiatives simultaneously

Collaborative and proactive, with a strong sense of ownership and accountability

Experience in SaaS, legal tech, or B2B software is a plus

Compensation Information: $75,000 - $85,000

The base salary range represents the low and high end of the salary range for this position. The total compensation package for this position will be determined by each individual’s location, qualifications, education, work experience, skills and performance. We believe in the importance of pay equity - the range listed is just one component of Filevine’s total compensation package for employees. This position is also eligible for a paid time off policy, as well as a comprehensive benefits package.

Work Location Expectation: This position is based out of our San Francisco, Chicago, Salt Lake City or New York offices. Candidates residing in or near these metro areas are expected to work on a hybrid (2-3 days in-office/week) or fully onsite basis.

Cool Company Benefits:

• A dynamic, rapidly growing company, focused on helping organizations thrive
• Medical, Dental, & Vision Insurance (for full-time employees)
• Maternity & paternity leave (for full-time employees)
• Short & long-term disability
• Opportunity to learn from a dedicated leadership team
• Top-of-the-line company swag

Privacy Policy Notice

Filevine will handle your personal information according to what’s outlined in our Privacy Policy .

Communication about this opportunity, or any open role at Filevine, will only come from representatives with email addresses using "filevine.com". Other addresses reaching out are not affiliated with Filevine and should not be responded to.

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 [e-mail]