SMB Customer Success Manager

🕒 April 15

🇺🇸 United States – Remote

💵 $70k - $85k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 45%

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

• Drive customer success across a portfolio of customers, supporting adoption, engagement, retention, and growth • Lead customer engagement through direct interactions and scalable programs such as webinars and office hours • Monitor customer health and usage trends to identify risk and opportunity, and take proactive action to drive engagement • Build relationships with key stakeholders and serve as a trusted advisor • Develop product expertise and guide customers to maximize the impact of Onit’s solutions • Partner within a team environment to ensure consistent, high-quality customer experiences • Navigate and resolve challenges by coordinating across customer and internal teams • Collaborate 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, including Legal Ops, Legal, Finance, and IT • Comfortable working in a fast-paced, evolving environment • Preferred: strong understanding of SaaS metrics and their relationship 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

🏖️ Benefits

• Annual discretionary bonus eligibility • Three medical plan options • Dental and vision coverage • Employer HSA contribution for HDHP participants • 401(k) with 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 hospital indemnity, critical illness, accident, and pet insurance • Healthcare FSA, HSA, and dependent care FSA • One paid volunteer day each year