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Manager, Customer Success

2 weeks 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
251-1K
Founded 2011
$216M raised
View All Jobs 7

Description

  • Manage, coach, and develop a team of Customer Success Managers responsible for post-sales customer relationships.
  • Provide regular performance feedback and development support to drive consistent execution and team growth.
  • Oversee and leverage offshore or shared resources to improve operational efficiency.
  • Drive adoption and utilization of Onit products and services across the 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 for the portfolio.
  • Support identification of expansion opportunities, including upsell and cross-sell motions, with Sales and Account Management.
  • Ensure consistent application of Customer Success processes, playbooks, and segmentation-specific 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

  • Salary of $118,000 - $160,000 per year plus 20% commission.
  • Three medical plan options, plus dental and vision coverage.
  • Employer HSA contribution for employees enrolled in the HDHP plan.
  • 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, and 9 paid company holidays annually.
  • Exceptional paid leave for birth parents, non-birth parents, and caregivers, plus surrogacy and adoption reimbursement.
  • 100% employer-paid life and disability insurance.
  • Voluntary benefits including hospital indemnity, critical illness, accident, and pet insurance.
  • Healthcare FSA, HSA, and dependent care FSA.
  • One paid volunteer day each year.

Interested in this position?

Apply directly on the company website

Apply Now

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