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Customer Success Manager - LegalFiles

7 hours, 1 minute ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Apply Now
Onit

Onit

Onit provides automated legal operations and workflow software designed to enhance productivity and strategic decision-making across various industries by utilizing an AI-native framework for managing enterprise legal workflows, contracts, vendors, and...

IT Services
501-1000
Founded 2011
$216M raised
View All Jobs 3

Description

  • Build relationships with LegalFiles customers to understand their legal operations goals and drive value from Onit solutions.
  • Serve as the primary contact for strategic accounts and deliver a proactive customer experience.
  • Translate legal operations challenges into actionable technical solutions.
  • Guide customers through onboarding, configuration recommendations, and platform best practices.
  • Manage support escalations with Product, Engineering, and Support teams, including root-cause analysis.
  • Advocate for customer needs and product enhancements by identifying recurring themes.
  • Conduct business reviews, usage assessments, roadmap discussions, and performance reviews.
  • Document customer workflows, integrations, and technical considerations for internal continuity.
  • Maintain regular account engagement through QBRs and advisory sessions.

Requirements

  • 5+ years of experience in Customer Success or another customer-facing role, such as legal operations, vendor management, or legal analysis.
  • Experience supporting enterprise SaaS clients, preferably in B2B legal technology or enterprise software.
  • Familiarity with legal operations processes, including eBilling, matter management, legal billing, and outside counsel guidelines (preferred).
  • Awareness of audit practices and standards such as LEDES and UTBMS.
  • Ability to engage technical stakeholders and non-technical legal operations users.
  • Experience mapping legal workflows and identifying automation, efficiency, and process-improvement opportunities.
  • Strong organizational and communication skills, with the ability to manage multiple complex engagements.
  • Comfort navigating APIs, cloud platforms, and custom integrations.
  • Familiarity with enterprise risk or GRC software platforms (bonus).

Benefits

  • Competitive base pay based on skills, education, experience, and work location, plus an annual discretionary bonus.
  • Three medical plan options, dental and vision coverage, and employer HSA contributions for employees enrolled in the HDHP plan.
  • 401(k) with a 100% match on the first 3% and 50% match on the next 2% of employee contributions.
  • Flexible paid time off, 7 sick days, and 9 paid company holidays annually.
  • Paid parental and caregiver leave, plus surrogacy and adoption reimbursement.
  • Employer-paid life and disability insurance.
  • Voluntary coverage options, including hospital indemnity, critical illness, accident, and pet insurance.
  • Healthcare, HSA, and dependent care FSA options, plus one paid volunteer day annually.

Interested in this position?

Apply directly on the company website

Apply Now

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