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Customer Success Manager, Enterprise

Location

United States

Posted

18 days ago

Salary

$118K - $135K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglishCloud

Job Description

Customer Success Manager, Enterprise

Onit

• 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.

Job 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.
  • Bonus: Familiarity with enterprise risk or GRC software platforms.

Benefits

  • 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.
  • Community Engagement: One paid volunteer day each year to give back to the community.

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