Filevine · 3 weeks ago
Manager, Customer Operations
United States
Full-time
Remote
Mid Level
$115K/yr - $137K/yr
3+ years expFilevine is forging the future of legal work with cloud-based workflow tools, and they are seeking a Customer Operations Manager who is passionate about solving problems and driving long-term product adoption. This role involves leading a team to manage the post-sale experience for customers, ensuring high engagement and education while collaborating across teams to enhance customer success.
Artificial Intelligence (AI)Document ManagementLegal TechProject ManagementSaaSSoftware
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 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
Qualification
Required
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
Company
Filevine
Filevine provides a legal operating platform integrating AI for case, document, and lead management.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$636.08MKey Investors
Insight PartnersStepStone GroupSignal Peak Ventures
2025-09-23Series E· $260M
2024-06-01Series Unknown· $150M
2022-04-14Series D· $108M
Leadership Team
Nathan Morris
Co-Founder and Chief Culture Officer
Jonathan Ord
Board Member
Recent News
2026-01-15
LegalTech Breakthrough
2025-11-14
Company data provided by crunchbase