Manager of Customer Success
Posted on 2/3/2023

201-500 employees

Legal case management work platform
Company Overview
Filevine's mission is to solve the problem of workplace communication and alignment by empowering professionals to manage their teams and their clients smoothly and effectively. The company has created legal case management software that connects everything from task automation to client communication and timekeeping to legal documents.
United States
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • Bachelor's degree, 2 years experience as a Customer Success Manager, 1 year as a manager (ideally with a SaaS product)
  • Proven proficiency in technical roles or with technical software, including advanced Excel skills
  • Deep understanding of how to work with customers to best enable their users, and solution and deliver needed functionalities
  • Excellent written, verbal, and oral communication with experience making presentations to key stakeholders
  • Experience growing, driving and mentoring a team of motivated employees
  • Up to 20% travel to customer sites (3-5 days per month)
  • Develop a deep and broad understanding of the Filevine product suite, and it's application to legal and other industries
  • Become an expert in best practices for each of the Filevine products, and understand the different customer use cases that would lead to different recommendations
  • Continuously learn about our customers and their industries through ongoing research and creative conversations, in order to understand where Filevine can provide the most impact
  • Help CSMs create joint account plans with customers that can be regularly tracked using measurable objectives
  • Provide weekly updates on all escalated accounts and upcoming renewals on their team, with full knowledge of plans and progress
  • Provide additional customer facing support by joining calls and onsites with team members until they are able to handle independently, or when further resources are required
  • Provide unbiased feedback to and about employees in order to accurately coach, mentor and promote from within. All facets of role should be considered- renewal rates, customer satisfaction, communication skills, attention to detail, product knowledge, documentation and transparency, etc
  • Understand and help escalate high priority product issues across CFL and product, take a leading role in coordinating cross functional teams resolving
  • Participate in preparation for contract renewals, focusing both on license retention AND new opportunities, with a retention goal of at least 95%
  • Serve as initial line to interview new CSM candidates