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Filevine is a Legal AI company delivering Legal Operating Intelligence through its unified platform that brings together data, documents, workflows, and teams. The platform is powered by LOIS (Legal Operating Intelligence System), which reads, understands, and reasons across legal data to automate complexity and surface insights. The company has achieved rapid growth and recognition from Deloitte and Inc. as one of the most innovative and fastest-growing technology companies.
In this Customer Success Associate role, you will support customers throughout their lifecycle to ensure continued usage and long-term success with Filevine's products. You will monitor customer health metrics and usage trends to identify risks, opportunities, and expansion signals, and assist in forecasting retention and growth through accurate health scoring and reporting.
Key responsibilities include preparing and supporting business reviews by gathering usage data and operational insights, creating enterprise-level reporting to help customers understand value and ROI, and surfacing customer feedback and trends to internal teams to inform product improvements. You will partner with Sales, Implementation, and Marketing teams to support go-to-market initiatives and customer handoffs, assist with expansion motions and customer advocacy efforts, and help ensure a seamless customer experience across the post-sale journey.
Additionally, you will support customer education through training materials, documentation, and best-practice resources, assist in onboarding reinforcement and feature adoption campaigns, and help customers understand and adopt new features and enhancements.
REQUIREMENTS:
- 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
About Filevine
Legal / Compliance / Risk; SaaS — legal case management and workflow platform.
