Customer Success Associate

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.

Customer Retention & Adoption Support customers throughout their lifecycle to ensure continued usage and long-term success with Depositions by Filevine Monitor customer health metrics and usage trends to identify risks, opportunities, and expansion signals Assist in forecasting retention and growth through accurate health scoring and reporting Customer Insights & Reporting Prepare and support business reviews by gathering usage data, outcomes, and operational insights Create and maintain enterprise-level reporting to help customers understand value and ROI Surface customer feedback and trends to internal teams to inform product improvements Go-to-Market & Cross-Functional Support Partner with Sales, Implementation, and Marketing teams to support go-to-market initiatives and customer handoffs Assist with expansion motions and customer advocacy efforts Help ensure a seamless customer experience across the post-sale journey Customer Education & Enablement Support customer education through training materials, documentation, and best-practice resources Assist in onboarding reinforcement, feature adoption campaigns, and ongoing enablement initiatives Help customers understand and adopt new features and enhancements

3-5 years of experience in Customer Success, Account Management, or a related client-facing role Strong communication skills with the ability to explain concepts clearly and empathetically Ability to occasionally travel to meet customers for sales/implementation meetings and conferences Data-driven mindset with comfort interpreting usage metrics and health indicators Highly organized and able to manage multiple customer initiatives simultaneously Collaborative and proactive, with a strong sense of ownership and accountability Experience in SaaS, legal tech, or B2B software is a plus