Customer Success Associate

Job description

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. ## Role Summary: The **Customer Success Associate** is responsible for ensuring customers realize ongoing value from Depositions by Filevine. This role focuses on adoption, retention, and long-term customer satisfaction by proactively supporting clients throughout their lifecycle. You’ll work closely with Deposition Ops, Sales, Implementation, Marketing, and Product teams to monitor customer health, support go-to-market initiatives, deliver insights through reporting and reviews, and help educate customers on best practices. This is an ideal role for someone who enjoys relationship-building, and helping customers succeed at scale. ### What You'll Own: ### 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 ### Who You Are: - 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