The Customer Operations Manager will lead a team overseeing customer accounts, ensuring adoption and satisfaction with Filevine's tools, while collaborating cross-functionally and managing support issues.
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
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: $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 [email protected]
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
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.
Top Skills
Excel
Notion
Slack
Talkdesk
Zendesk
Similar Jobs
Productivity • Software • Analytics
As a Customer Experience Operations Manager, you'll enhance team efficiency through data, define objectives, implement scalable processes, and monitor customer lifecycle stages.
Top Skills:
BigQueryChurnzeroIntercomSalesforceSQL
Information Technology
The Sr. Customer Success Operations Manager drives operational efficiency in the Customer Success team by implementing processes and metrics for customer satisfaction, forecasting, and cross-functional collaboration.
Top Skills:
ClariGongSalesforceTableau
Healthtech
The role focuses on enhancing the customer support processes, improving workflows, analyzing metrics, and ensuring high-quality patient experiences through operational excellence.
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
