onit - Inc. - Manager, Customer Success
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. • This position will remain open for applications for 7 calendar days from the posting date.
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 • · 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
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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