Manager, Customer Success

🕒 il y a 6 jours

🇺🇸 États-Unis – Télétravail

💵 $118 000 - $160 000 / an

⏰ Temps Plein

🟠 Senior

🔴 Expert

🏆 Customer Success

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Onit

Site WebLinkedInTous les Emplois

501 - 1000 employés

☁️ SaaS

🏢 Entreprise

🤖 Intelligence artificielle

SaaS • Enterprise • Artificial Intelligence

<Onit> est une entreprise spécialisée dans les logiciels de gestion des opérations juridiques et de gestion juridique d'entreprise, basés sur l'intelligence artificielle. Elle offre des solutions pour la gestion des dépenses et des dossiers juridiques, la gestion du cycle de vie des contrats (GCV), la facturation électronique, la gestion des fournisseurs et de la conformité, l'automatisation des flux de travail, ainsi que des outils pilotés par l'IA tels que ReviewAI et Spend Agent. Leur plateforme Unity ELM et les produits associés (SimpleLegal, BusyLamp, ContractWorks, SecureDocs, OnitX CLM, et un catalogue d'applications) permettent aux équipes juridiques de centraliser les documents, automatiser les flux de travail, extraire des données de contrats via OCR, et optimiser les dépenses et les relations avec les fournisseurs. Onit sert les opérations juridiques d'entreprise, les conseillers juridiques généraux et les gestionnaires de contrats dans des secteurs tels que la pharmacie, la finance, l'assurance, la technologie, et le gouvernement, et offre des services d'implémentation, de support, et des services professionnels.

Description

• Manage, coach, and develop a team of Customer Success Managers responsible for post-sales customer relationships. • Provide regular performance feedback, coaching, and development to ensure consistent execution and team growth • Oversee and effectively leverage an offshore or shared resource to support operational efficiency • Drive adoption and utilization of Onit products and services across the target customer base • Ensure consistent execution of onboarding, success planning, QBRs, and renewal readiness activities • Serve as an escalation point for customer risks, challenges, and complex engagements • Own aggregate customer health, retention, and renewal readiness • Support identification of expansion opportunities, including upsell and cross-sell motions, in partnership with Sales and Account Management • Ensure consistent application of Customer Success processes, playbooks, and segmentation-appropriate motions • Partner cross-functionally with Sales, Product, Support, and Professional Services to improve customer outcomes

🎯 Exigences

• 5-7+ years of experience in Customer Success, Account Management, or related customer-facing SaaS roles • 2+ years of experience managing Customer Success Managers or similar teams • Experience managing Mid-Market SaaS customer portfolios with retention and renewal accountability • Experience in the legal industry or legal-technology space, including familiarity with legal workflows and stakeholders is a plus • Strong understanding of adoption, utilization, customer health, retention, and renewal readiness metrics • Proven ability to operate as a player-coach in a fast-paced, execution-focused environment • Excellent communication, prioritization, and cross-functional stakeholder management skills • Experience working with offshore or distributed teams is preferred • Deep curiosity, analytical rigor, and a passion for helping clients harness data to transform legal operations.

🏖️ Avantages

• 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.