Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.

Were 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, were 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, wed 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 Onits 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.

Key Responsibilities:

- 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.

- 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.

Qualifications:

- 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).

Preferred Qualifications:

- Strong understanding of SaaS business models and metrics

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