Manager, Customer Operations

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 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.

• 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.

• 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.

$115,000 - $137,000

The base salary range represents the low and high end of the salary…