Manager, Customer Success

🕒 6 days ago

🇺🇸 United States – Remote

💵 $118k - $160k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 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

• 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

🎯 Requirements

• 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.

🏖️ 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.