Mid-Market Customer Success Manager
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 are 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. Onit is seeking a Mid-Market Customer Success Manager to own and grow a portfolio of approximately 60 customers on our OnitX platform. In this role, you'll be the primary relationship owner for customers under $500K ARR, helping legal departments get maximum value from OnitX while driving retention and expansion. You'll work cross-functionally across Implementation, Support, Product, Marketing, and Account Management to deliver a seamless customer experience from onboarding through renewal.
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)
- Comfortable working in a scaling organization where processes are still being built
- Bachelor's degree preferred
Nice To Haves
- Background in SaaS or legal technology is a strong plus
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
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
