Customer Success Manager

Salt Lake City, UT
30+ days ago

Job Description

At Filevine we build tools which empower law firms, lawyers, and their clients to collaborate and thrive. Do you think you have what it takes to be a Fileviner and positively impact the lives of millions?

Job Description

The Customer Success Manager - You will be joining our fast-growing Customer Success team responsible for delivering value to, and driving adoption across, our customer base. On a day to day basis, the CSM manages Customer engagements and works in tight partnership with the Customer to do the following:

  • Set strategic direction in Customer's use of Filevine to address business challenges via a strategic approach to Customer Success and Filevine best practices
  • Facilitate setting outcomes and measurable objectives with the Customer
  • Hold Customer and Filevine accountable to delivering against goals and measurements of success
  • Identify opportunities and risks within Customer’s organization, and present recommendations & solutions
  • Facilitate conversations with Customers through a variety of tactics to ensure the Customer is on track to seeing maximal value from the Filevine product
  • Ownership for outcomes including risk management and mitigation, Customer's value realization, and Customer & Filevine’s mutual success

What You'll Do

  • Customer Consultation
    • Work with new and existing Filevine Customers to provide additional training, education, and documentation to drive long term Customer success with, and adoption of, Filevine
  • Growth and Expansion
    • Manage contract renewals for your assigned portfolio
    • Keep Customer churn below 5%
    • Work with Sales team to drive expansion revenue via upselling Customers and increasing their number of user licenses
  • Solution Engineering
    • Recommend best practice use cases of Filevine based on understanding of Customer's business, use cases, and success criteria for getting value
  • Outcomes and Risk Management
    • Remain up to date on Filevine product features and developed use cases to drive customers to best practice standards
    • Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status and next steps on a regular cadence through Filevine, Slack, and Email.
  • Collaboration
    • Collaborate closely with Implementation and Solutions Engineering team to support the success of your Customers
    • Maintain a highly organized and accurate task list, visible to the CS team, management and other interested parties
  • Required Skills

    • BA/BS Degree, preferably in Business Management or other relatable field
    • 2+ years of recent experience in a B2B Customer Success/Account Manager position
    • 2+ years in SaaS industry

    Additional Expectations

    • Experience working cross functionally within a customer facing organization to support a joint outcome
    • Demonstrated ability to communicate effectively via oral & written formats; PowerPoint & Excel skills are a must
    • Strong conflict resolution skills
    • Passion for customer success & excellence
    • Thrive in a fast pace environment with ability to prioritize and project manage
    • Resourcefulness, creativity and strategic thinking for troubleshooting problems
    • Self-motivated and self-directed; Fast learner
    • Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
    • Strong attention to detail and documentation

Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevine's equal employment opportunities, you may contact us at [email protected]


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