Customer Success Manager

About Onit: We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions. We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech. If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you. Position Summary We are seeking a dedicated and motivated individual for the role of Customer Success Manager, Enterprise - Unity dedicated to managing a book of key accounts. This position will play a critical role in driving customer satisfaction, best-practice adoption, and long-term account health across Onit’s client relationships. This role requires a proactive, high-impact individual who excels in aligning internal teams with customer goals, building strong cross-functional partnerships, and cultivating lasting client value. You will serve as a strategic voice of the customer internally while ensuring the successful retention and growth of key accounts. Your efforts will directly impact customer experience, renewals, expansion, and overall platform success across a portfolio of high-value clients. Key Responsibilities: Customer Success and Retention Owns success strategy for customers in segment, ensuring client satisfaction, retention, and growth. Identifies risks to customer health, proactively design mitigation strategies, and drive engagement. Acts as a trusted partner and advocate for accounts, building strong relationships with client stakeholders. Product Expertise and Adoption Drives product adoption through scalable programs and training sessions for stakeholders. Serves as a thought partner and product champion, guiding customers in maximizing value from Onit. Proactively takes ownership of problem-solving for customers and internal stakeholders. Thought Leadership and Advisor Serves as a strategic advisor to customers, providing insights on industry trends, best practices, and emergingoptimizations to help them maximize value. Acts as a trusted thought leader, influencing customer strategy and internal innovation by translating real-world business challenges into actionable product and process recommendations. Operational Excellence Develops and shares best practices to improve quality, efficiency, and effectiveness of processes. Collaborates cross-functionally with internal teams to deliver seamless experiences. Demonstrates flexibility in supporting scalable programs while maintaining a personalized approach. Training &Coaching Assists team by helping onboard new hires and interviewing candidates. Demonstrates senior-level accountability and sets the bar for technical excellence. Qualifications and Skills: Required Qualifications 5+ years of professional experience in Customer Success, Account Management, or Implementation. Background in Consulting or Software (Legal Software is a plus). Strong understanding of SaaS business models and metrics. Startup Experience working within a small Customer Success Org. Experience working with multiple stakeholders (Legal Ops, Legal, Finance, and IT in our case). Preferred Qualifications Bachelor's Degree Strong understanding of SaaS business models and metrics. $92,500 - $115,000 a year Commission: 20% of base salary At Onit, we’re committed to offering fair and competitive compensation. In addition to base pay, associates are eligible for an annual discretionary bonus. The final base salary you receive will reflect factors such as your skills, education, experience, and work location. Benefits & Perks That Support You: Onit offers a comprehensive total rewards package designed to support the whole employee at work and beyond: Health Coverage Choices: 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. Retirement Savings: 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions. Time Away: Flexible paid time off, 7 sick days, and 9 paid company holidays annually. Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers. Onit also offers surrogacy and adoption reimbursement. Income Protection: 100% employer-paid life and disability insurance. Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident, and even pet insurance. Tax-Advantaged Accounts: Healthcare FSA, HSA, and dependent care FSA. Community Engagement: One paid volunteer day each year to give back to the community. Our Commitment to Applicants We know that not everyone will check every box in a job description. At Onit, we value diversity, inclusion, and authenticity. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply. You may be exactly who we’re looking for. This position will remain open for applications for 7 calendar days from the posting date. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.