Mid-Market Customer Success Manager

🕒 June 3

🇺🇸 United States – Remote

💵 $82.5k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 29%

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

• Own the full post-sale customer lifecycle for approximately 60 mid-market accounts • Serve as the primary point of contact and trusted advisor • Develop expertise in OnitX to guide customers toward outcomes addressing legal operations challenges • Monitor account health, identify at-risk customers, and execute mitigation plans • Conduct regular business reviews, demonstrate value, and surface expansion opportunities • Partner with Renewals to support on-time renewals and reduce churn • Collaborate with Implementation, Support, Product, Marketing, Account Management, and other cross-functional teams • Advocate for customer needs and share feedback with Product and Implementation • Develop and share best practices across the Customer Success organization

🎯 Requirements

• 4+ years of experience in Customer Success, Account Management, Consulting, or another customer-facing role, such as 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 including Legal Ops, Legal, Finance, and IT • Familiarity with Salesforce and CS platforms such as 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

• Three medical plan options, plus dental and vision • Employer contribution to the HSA for employees on the HDHP plan • 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 • 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 benefits including hospital indemnity, critical illness, accident, and pet insurance • Healthcare FSA, HSA, and dependent care FSA • One paid volunteer day each year