Manager, Customer Operations

Filevine; United States; Remote; USD 115,000 - 137,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Insurance

Competitive & Fair Pay

Maternity & paternity leave

Disability insurance

Leadership development opportunities

Top-tier company swag

Job summary

Filevine is hiring a Customer Operations Manager to lead the post-sale experience for Depositions by Filevine customers. You will manage a team of 3-5 Customer Success Associates and 3-5 Support Associates overseeing ~300 accounts, driving adoption and live support on depositions.

You’ll become a product expert, forecast account health, educate customers, and collaborate with GTM teams to ensure measurable value from the platform.

Qualifications

• 3+ years in customer success or technical support.
• Previous people-management experience.
• Exceptional written and verbal communication skills.
• Strong organizational habits and proactivity.

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 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 and onboarding journeys.

Skills

Customer success

People management

Communication

Organization

Tools

Zendesk

Talkdesk

Excel

Slack

Notion

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.

We’re looking for a Customer Operations Manager who is passionate about solving problems, creating customer value, and driving long-term product adoption. If you thrive in a fast-paced environment and love helping customers succeed, we’d love to meet you.

The Role:

The Customer Operations Manager (CSM) leads the strategy and execution of the post-sale experience for Depositions by Filevine customers. You will directly manage a team of 3-5 Customer Success Associates and 3-5 Customer Support Associates. These associates will oversee a book of ~300 customer accounts and will manage long-term adoption and live support on depositions. This role blends team leadership with hands-on customer engagement. You’ll deepen your expertise in Depositions, forecast account health, drive customer education, collaborate across GTM teams, and ensure that every customer realizes measurable value from the platform.

What You’ll Do & Manage

• 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.

What You Bring

• 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.

Compensation Information:

$115,000 - $137,000

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.

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]

Cool Company Benefits:

• A dynamic, rapidly growing company, focused on helping organizations thrive
• 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
• Top-of-the-line company swag

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