Customer Success Associate

• 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
• 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
• 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
• 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
• 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

Benefits

• Medical, Dental, & Vision Insurance
• Competitive & Fair Pay
• Maternity & Paternity leave
• Short & long-term disability
• Centrally located open office in Sugar House
• Company swag that will make your friends envious
• Opportunity to make an impact on Day 1

• This is an ideal role for someone who enjoys relationship-building, and helping customers succeed at scale
• Highly organized and able to manage multiple customer initiatives simultaneously
• Data-driven mindset with comfort interpreting usage metrics and health indicators
• Ability to occasionally travel to meet customers for sales/implementation meetings and conferences
• Experience in SaaS, legal tech, or B2B software is a plus
• Collaborative and proactive, with a strong sense of ownership and accountability
• Strong communication skills with the ability to explain concepts clearly and empathetically
• 3-5 years of experience in Customer Success, Account Management, or a related client-facing role
• This position is based out of our San Francisco, Chicago, Salt Lake City or New York offices