ALBUM

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