Customer Success Manager

United StatesRemoteFull-timemid

Customer Success ManagerCustomer SuccessCustomer

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Quick Summary

Overview

About Onit: We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management,

Technical Tools

Customer Success ManagerCustomer SuccessCustomer

About Onit:

We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.

We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech.

If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you.

Drive customer success across a portfolio of customers, supporting adoption, engagement, retention, and growth
Lead customer engagement through a mix of direct interactions and scalable programs (e.g., webinars and office hours)
Monitor customer health and usage trends to identify risk and opportunity, and take proactive action to drive engagement
Build strong relationships with key stakeholders (e.g., Legal Ops, Finance, IT) and serve as a trusted advisor
Develop product expertise and guide customers to maximize the impact of Onit’s solutions
Partner effectively within a team environment to ensure consistent, high-quality customer experiences
Navigate and resolve challenges by coordinating across customer and internal teams
Collaborate cross-functionally with Implementation, Support, Marketing, Product, and Account Management to deliver a seamless customer experience

Required Qualifications

Bachelor’s degree or equivalent professional experience
2+ years of experience in Customer Success, Account Management, or Implementation
Experience in a SaaS or technology environment
Experience managing multiple customers or priorities simultaneously
Strong communication and cross-functional collaboration skills
Experience working with customer stakeholders (e.g., Legal Ops, Legal, Finance, and IT)
Comfortable working in a fast-paced, evolving environment

Preferred Qualifications

Strong understanding of SaaS metrics and how they relate to customer outcomes
Experience building or improving customer success programs or scalable engagement initiatives
Experience using customer data or health metrics to drive decisions and identify risk
Background in legal technology or workflow automation platforms