Product and Industry Expert

• 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

CSM Management and Mentoring

• Track CSM onboarding and education, coach CSMs in best account management practices and validate product knowledge continues to expand throughout the team
• Assist in customer escalations, helping coach CSMs to create effective cure plans and ensure appropriate internal and external communication and escalation


Meet weekly with team members to:
• Review complete customer book at a high level
• Dive into escalated and newly launched accounts, ensuring that success plans are in place and being executed against
• Track upcoming renewals and preparation for such
• Review customer product usage, NPS and any changes over time
• Validate internal tool usage (tracking support tickets, entering product requests) and customer documentation (Salesforce health updates, Filevine customer notes and call logs)

Coordination and Operations

• 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

Required Skills

• 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)