Customer Operations Manager

Filevine is seeking a Customer Operations Manager to lead the post-sale experience for Depositions by Filevine customers. This role involves managing a team of Customer Success and Customer Support Associates, overseeing customer accounts, driving long-term product adoption, and ensuring measurable value from the platform. The manager will also focus on customer education, GTM collaboration, and issue resolution, blending team leadership with hands-on customer engagement in a fast-paced SaaS environment.

Must Have

• Lead strategy and execution of post-sale experience for Depositions by Filevine customers
• Directly manage a team of Customer Success and Customer Support Associates
• Oversee customer accounts and manage long-term adoption
• Become a product expert in Depositions functionality
• Create and maintain customer-facing content and training materials
• Partner with Sales, Marketing, and Implementation teams
• Troubleshoot technical or workflow issues and facilitate resolution
• Help create processes to streamline and optimize support through phone, email, and chat
• 3+ years of experience in customer success or technical support in a SaaS environment
• Previous people-management experience with customer-facing teams
• Exceptional written and verbal communication skills
• Strong organizational habits and ability to stay calm under pressure
• Experience with tools such as Zendesk, Talkdesk, Excel, Slack, Notion

Good to Have

• A bias toward action, curiosity, and continual improvement
• Resilience and adaptability suited to a dynamic, startup-like environment

Perks & 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

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.

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

Customer Success & Adoption:

• 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.

Customer Education & Resources:

• 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.

Go-to-Market Collaboration:

• 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.

Issue Resolution & Cross-Functional Alignment:

• 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.

Customer Support:

• 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:

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 legal@filevine.com

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
• Centrally located open office building in Sugar House
• Top-of-the-line company swag

Privacy Policy Notice

Filevine will handle your personal information according to what’s outlined in our Privacy Policy. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.