Customer Onboarding Project Manager

Filevine; Chicago (IL); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Insurance

Competitive & Fair Pay

Maternity & paternity leave

Short & long-term disability

Leadership team mentorship

Central office location

Company swag

Job summary

A leading technology solutions firm in Chicago seeks a Customer Success Manager to oversee post-sale customer journeys. The role requires managing implementations, ensuring customer satisfaction, and collaborating with partners and internal teams. Candidates should have over 6 years of experience in customer success or account management, particularly in SaaS environments. The salary range is competitive and benefits include medical, dental, and paid time off.

Qualifications

• 6+ years of experience in customer success, account management, or implementation coordination.
• Experience with cross-functional teams post-sale.
• Proven track record of managing partner relationships.

Responsibilities

• Validate certified implementation partner’s statements of work.
• Track and monitor internal data for accuracy.
• Review sales and partner/customer calls for correctness.

Skills

Customer success

Account management

Implementation coordination

Data tracking

Organizational skills

Job description

Base pay range

$80,000.00/yr - $90,000.00/yr

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. The role ensures customers are correctly aligned with expectations, implemented properly, and receive high‑quality support throughout their journey. It involves close collaboration with customers, partners, and internal teams to ensure seamless communication, alignment, and successful adoption of Filevine.

Responsibilities

• Validate certified implementation partner’s 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

• 6+ years of experience in customer success, account management, or implementation coordination roles, ideally in SaaS or technology solutions.
• Experience working post‑sale with cross‑functional teams (sales, customer success, and implementation partners).
• 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.

Compensation Information

The base salary range represents the low and high end of the salary range for this position. The total compensation package will be determined by location, qualifications, education, work experience, skills, and performance. This position is also eligible for paid time off and a comprehensive benefits package.

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.
• Centrally located open office building in Chicago.
• Top‑of‑the‑line company swag.

Equal Opportunity Employer

Filevine is an Equal Opportunity Employer. Qualifications for 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, please contact [e-mail].