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Mid-Market Customer Success Manager

3 months ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
Salesforce
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 3

Description

  • Own the full post-sale customer lifecycle for a portfolio of approximately 60 mid-market accounts.
  • Serve as the primary point of contact and trusted advisor for customers under $500K ARR.
  • Develop deep expertise in OnitX to help customers achieve their legal operations goals.
  • Monitor account health proactively, identify at-risk customers, and execute mitigation plans before issues escalate.
  • Conduct regular business reviews to align on customer goals, demonstrate value, and uncover expansion opportunities.
  • Partner with the Renewals team to support on-time renewals and reduce churn.
  • Collaborate cross-functionally with Implementation, Support, Product, Marketing, and Account Management to deliver a seamless customer experience.
  • Advocate for customer needs and share feedback with Product and Implementation teams.
  • Develop and share best practices across the Customer Success organization to improve efficiency and effectiveness.

Requirements

  • 4+ years of experience in Customer Success, Account Management, Consulting, or another customer-facing role.
  • Experience in legal operations, vendor management, legal analyst work, or another relevant customer-facing function is acceptable.
  • Proven ability to manage a high-volume account portfolio with minimal oversight.
  • Experience navigating complex stakeholder environments, including Legal Ops, Legal, Finance, and IT.
  • Familiarity with Salesforce and customer success platforms such as Gainsight, ChurnZero, or similar tools.
  • Background in SaaS or legal technology is a strong plus.
  • Comfort working in a scaling organization where processes are still being built.
  • Bachelor’s degree preferred.

Benefits

  • $82,500 - $110,000 annual base salary.
  • 20% commission of base salary.
  • 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.
  • 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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