Mid-Market Customer Success Manager

🕒 Yesterday

🇺🇸 United States – Remote

💵 $82.5k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Onit

WebsiteLinkedInAll Job Openings

501 - 1000 employees

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

SaaS • Enterprise • Artificial Intelligence

<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

• Own the full post-sale customer lifecycle for a portfolio of ~60 mid-market accounts, serving as their primary point of contact and trusted advisor • Develop deep expertise in OnitX to guide customers toward outcomes that solve their most pressing legal operations challenges • Proactively monitor account health, identify at-risk customers, and execute mitigation plans before issues escalate • Conduct regular business reviews to align on customer goals, demonstrate value, and surface expansion opportunities • Partner with the Renewals team to support on-time renewals and reduce churn within your portfolio • Collaborate cross-functionally to advocate for customer needs and share feedback with Product and Implementation teams • Develop and share best practices across the CS org to continuously improve efficiency and effectiveness

🎯 Requirements

• 4+ years of experience in Customer Success, Account Management, Consulting, or other customer-facing role (e.g., legal operations, vendor management, legal analyst, or customer success) • Proven ability to manage a high-volume account portfolio with minimal oversight • Experience navigating complex stakeholder environments — Legal Ops, Legal, Finance, and IT • Familiarity with Salesforce and CS platforms (Gainsight, ChurnZero, or similar) • Background in SaaS or legal technology is a strong plus • Comfortable working in a scaling organization where processes are still being built • Bachelor's degree preferred

🏖️ Benefits

• Health Coverage Choices: Three medical plan options, plus dental and vision • 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