Mid-Market Customer Success Manager

Onit • Bachelor's Degree • 3 months ago
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Salary
$83k – $110k per year
Location
Remote (United States)
Seniority
Middle · 4+ years exp
Employment
Full-Time
Overview
Company
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Profile match

Onit

Onit provides enterprise legal management and workflow automation software. Its products cover matter management, legal spend, contracts and business process apps. Corporate legal departments use it to control outside counsel costs.
onit.com • HQ: Houston, United States • Document Management • Legal Services • Business Process Automation (BPA) • Est. 2010

Position Summary

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.

Key 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

Required Skills:

    • 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)
    • Background in SaaS or legal technology is a strong plus
    • Comfortable working in a scaling organization where processes are still being built
    • Bachelor's degree preferred
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