Customer Success Manager

🕒 April 15

🇺🇸 United States – Remote

💵 $85k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 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

• 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 (Preferred) • Experience building or improving customer success programs or scalable engagement initiatives (Preferred) • Experience using customer data or health metrics to drive decisions and identify risk (Preferred) • Background in legal technology or workflow automation platforms (Preferred)

🏖️ Benefits

• 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.