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Onit · 23 hours ago

Manager, Customer Success

United States

Full-time

Remote

Mid, Senior Level

$130K/yr - $145K/yr

5+ years exp

Onit, Inc. is redefining the future of legal operations through AI, aiming to streamline enterprise legal management and enhance operational efficiency. The Manager, Customer Success will lead a team focused on building and maintaining post-sales relationships, driving product adoption, and ensuring customer satisfaction across the Mid-Market segment.

Business IntelligenceBusiness Process Automation (BPA)Enterprise ApplicationsEnterprise SoftwareSaaSSoftware

Responsibilities

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 for accounts below $399K ARR

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

Qualification

Customer Success ManagementSaaS ExperienceTeam LeadershipLegal Industry ExperienceCustomer Metrics UnderstandingAnalytical SkillsStakeholder ManagementCommunication Skills

Required

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

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 preferred

Deep curiosity, analytical rigor, and a passion for helping clients harness data to transform legal operations

Preferred

Experience working with offshore or distributed teams preferred

Benefits

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.

401(k) with a 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. Onit also offers surrogacy and adoption reimbursement.

100% employer-paid life and disability insurance.

Voluntary benefits including hospital indemnity, critical illness, accident, and even pet insurance.

Healthcare FSA, HSA, and dependent care FSA.

One paid volunteer day each year to give back to the community.