Customer Sucess Manager, Scale

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 Scale, specializing in our scale/ SMB segment . 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.

• Own the success strategy for Onit's customers in the scale, ensuring long-term satisfaction, retention, and growth.
• Drive adoption in our scalable programs such as Office Hour and Ask Me Anything sessions as well as host these sessions.
• Serve as the advocate for account base, building trusted partnerships with client stakeholders (e.g., Legal Ops, Finance, IT).
• Act as a thought partner and product champion to help customers derive maximum value from Onit's AI-driven legal tech solutions, serving as a product expert and help guide our customers in getting the most value out of their system.
• Facilitate problem-solving for both our customers and internal stakeholders.
• Identify risks to customer health and design strategies to proactively mitigate churn and drive engagement.
• Develop and share best practices to continually improve the quality, effectiveness, and efficiency of our processes. Foster knowledge-sharing and continuous improvement across the Customer Success organization.
• Collaborate cross-functionally with the Implementation, Support, Marketing, Product, Account Management Teams to deliver seamless customer experience.

• 2+ years of professional experience
• 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).

• Bachelor's Degree
• Strong understanding of SaaS business models and metrics.

Benefits & Perks That Support You:

Onit offers a comprehensive total rewards package designed to support the whole employee at work and beyond:

Health Coverage: Employee and immediate family members.

Time Away: Flexible paid time off and 10 company paid 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: Flexi, NPS.

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.

Onit Values 

Customer First - Customer success is our success. We deliver value, listen, and act on customer needs. 

Purposeful Innovation - Innovation fuels our growth. We harness creativity to solve problems and lead with the intentions and expertise. 

Win as One - Teamwork is how we win. We are accountable, act with integrity, and communicate openly. 

Intentional Growth - Our people are the difference. We create an environment with compelling work, impactful contributions, and career growth.