Customer Success Manager, Enterprise
About The Position
Onit is 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 are 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.
Requirements
- 5+ years of experience in a customer-facing role (e.g., legal operations, vendor management, legal analyst, or customer success).
- Proven success supporting enterprise clients in a SaaS environment, preferably in B2B legal tech or enterprise software.
- Familiarity with legal ops processes including eBilling platforms, matter management, legal billing, and outside counsel guidelines.
- Awareness of audit practices and industry standards such as LEDES and UTBMS.
- Strong ability to engage with both technical stakeholders and non-technical legal ops users, advocating effectively for both.
- Experience mapping legal workflows and identifying opportunities for automation, efficiency, and process improvement.
- Strong organizational and communication skills, capable of managing multiple complex engagements simultaneously.
- Comfort navigating APIs, cloud platforms, and custom integrations.
Nice To Haves
- Familiarity with enterprise risk or GRC software platforms.
Responsibilities
- Build strong relationships with enterprise customers to understand their legal operations goals and drive value realization from Onit solutions.
- Serve as the primary point of contact for strategic accounts, ensuring a seamless and proactive customer experience.
- Translate legal ops pain points (e.g., billing challenges, matter management gaps, workflow inefficiencies) into actionable technical solutions.
- Guide customers through onboarding, configuration recommendations, and best practices tailored to their maturity and objectives.
- Triage and manage support escalations, working closely with Product, Engineering, and Support to drive resolution and root cause analysis.
- Advocate internally for customer needs and product enhancements by identifying recurring themes and improvement opportunities.
- Conduct regular business reviews, usage assessments, and roadmap discussions to ensure alignment with customer goals.
- Document customer-specific workflows, integrations, and technical considerations to support continuity across internal teams.
- Maintain consistent communication and engagement cadence with accounts, including QBRs, advisory sessions, and performance reviews.
Benefits
- Three medical plan options, plus dental and vision
- Employer contribution to HSA for HDHP plan participants
- 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
- 9 paid company holidays annually
- Exceptional paid leave for birth parents, non-birth parents, and caregivers
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
