Customer Success Manager

Onit is redefining the future of legal operations through AI, aiming to streamline enterprise legal management. They are seeking a Customer Success Manager to support a diverse portfolio of customers, ensuring strong outcomes through engagement and collaboration.

Responsibilities:

• 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

Requirements:

• 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
• 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