onit - Inc. - Mid-Market Customer Success Manager
Requirements
• 4+ years of experience in Customer Success, Account Management, Consulting, or other customer-facing role (e.g., legal operations, vendor management, legal analyst, or customer success). • Proven ability to manage a high-volume account portfolio with minimal oversight • Experience navigating complex stakeholder environments — Legal Ops, Legal, Finance, and IT • Familiarity with Salesforce and CS platforms (Gainsight, ChurnZero, or similar) • Background in SaaS or legal technology is a strong plus • Comfortable working in a scaling organization where processes are still being built • Bachelor's degree preferred • This position will remain open for applications for 7 calendar days from the posting date.
Responsibilities
• Own the full post-sale customer lifecycle for a portfolio of ~60 mid-market accounts, serving as their primary point of contact and trusted advisor • Develop deep expertise in OnitX to guide customers toward outcomes that solve their most pressing legal operations challenges • Proactively monitor account health, identify at-risk customers, and execute mitigation plans before issues escalate • Conduct regular business reviews to align on customer goals, demonstrate value, and surface expansion opportunities • Partner with the Renewals team to support on-time renewals and reduce churn within your portfolio • Collaborate cross-functionally to advocate for customer needs and share feedback with Product and Implementation teams • Develop and share best practices across the CS org to continuously improve efficiency and effectiveness
Benefits
• 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. • Our Commitment to Applicants
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