Customer Success Manager

🕒 Yesterday

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Onit

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

⚖️ Legal

☁️ SaaS

Consulting • Legal • SaaS

<Onit> is an AI-native legal operations and enterprise legal management software company that provides solutions for legal spend and matter management, contract lifecycle management (CLM), eBilling, vendor and compliance management, workflow automation, and AI-driven tools like ReviewAI and Spend Agent. Their Unity ELM platform and associated products (SimpleLegal, BusyLamp, ContractWorks, SecureDocs, OnitX CLM, and an App Catalog) enable legal teams to centralize documents, automate workflows, extract contract data via OCR, and optimize spend and vendor relationships. Onit serves enterprise legal operations, General Counsel, and contract managers across industries such as pharmaceutical, finance, insurance, technology, and government, and offers implementation, support, and professional services.

📋 Description

• Build strong relationships with LegalFiles customers to understand their legal operations goals and drive value realization from Onit solutions • Serve as the primary point of contact for strategic accounts • Ensure a seamless and proactive customer experience • Translate legal operations pain points into actionable technical solutions • Guide customers through onboarding, configuration recommendations, and best practices • Triage and manage support escalations with Product, Engineering, and Support • Drive resolution and root cause analysis • Advocate internally for customer needs and product enhancements • Identify recurring themes and improvement opportunities • Conduct regular business reviews, usage assessments, and roadmap discussions • Document customer-specific workflows, integrations, and technical considerations • Maintain consistent communication and engagement cadence, including QBRs, advisory sessions, and performance reviews • Partner with cross-functional teams to ensure customer satisfaction, drive product adoption, and maximize value from Onit's legal tech solutions

🎯 Requirements

• 5+ years of experience in a Customer Success or customer-facing role • Proven success supporting enterprise clients in a SaaS environment, preferably in B2B legal tech or enterprise software • Familiarity with eBilling platforms, matter management, legal billing, and outside counsel guidelines preferred • Awareness of audit practices and industry standards such as LEDES and UTBMS • Ability to engage with technical stakeholders and non-technical legal ops users • Experience mapping legal workflows and identifying opportunities for automation, efficiency, and process improvement • Strong organizational and communication skills • Ability to manage multiple complex engagements simultaneously • Comfort navigating APIs, cloud platforms, and custom integrations • Familiarity with enterprise risk or GRC software platforms is a bonus

🏖️ Benefits

• Annual discretionary bonus eligibility • Three medical plan options • Dental and vision coverage • Employer HSA contribution for HDHP participants • 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions • Flexible paid time off • 7 sick days annually • 9 paid company holidays annually • Paid leave for birth parents, non-birth parents, and caregivers • Surrogacy and adoption reimbursement • 100% employer-paid life and disability insurance • Voluntary hospital indemnity, critical illness, accident, and pet insurance • Healthcare FSA, HSA, and dependent care FSA • One paid volunteer day each year