Manage, coach, and develop a team of Customer Success Managers responsible for post-sales customer relationships.
Provide regular performance feedback, coaching, and development to ensure consistent execution and team growth
Oversee and effectively leverage an offshore or shared resource to support operational efficiency
Drive adoption and utilization of Onit products and services across the target customer base
Ensure consistent execution of onboarding, success planning, QBRs, and renewal readiness activities
Serve as an escalation point for customer risks, challenges, and complex engagements
Own aggregate customer health, retention, and renewal readiness
Support identification of expansion opportunities, including upsell and cross-sell motions, in partnership with Sales and Account Management
Ensure consistent application of Customer Success processes, playbooks, and segmentation-appropriate motions
Partner cross-functionally with Sales, Product, Support, and Professional Services to improve customer outcomes

5-7+ years of experience in Customer Success, Account Management, or related customer-facing SaaS roles
2+ years of experience managing Customer Success Managers or similar teams
Experience managing Mid-Market SaaS customer portfolios with retention and renewal accountability
Experience in the legal industry or legal-technology space, including familiarity with legal workflows and stakeholders is a plus
Strong understanding of adoption, utilization, customer health, retention, and renewal readiness metrics
Proven ability to operate as a player-coach in a fast-paced, execution-focused environment
Excellent communication, prioritization, and cross-functional stakeholder management skills
Experience working with offshore or distributed teams is preferred
Deep curiosity, analytical rigor, and a passion for helping clients harness data to transform legal operations.

Health Coverage Choices: Three medical plan options, plus dental and vision, so you can choose what fits best. Employees on our HDHP plan also receive employer contribution to the HSA.
Retirement Savings: 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions.
Time Away: Flexible paid time off, 7 sick days, and 9 paid company holidays annually.
Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers. Onit also offers surrogacy and adoption reimbursement.
Income Protection: 100% employer-paid life and disability insurance.
Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident, and even pet insurance.
Tax-Advantaged Accounts: Healthcare FSA, HSA, and dependent care FSA.
Community Engagement: One paid volunteer day each year to give back to the community.

Manager, Customer Success

Key skills