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

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

Health Coverage Choices: Three medical plan options, plus dental and vision
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

Mid-Market Customer Success Manager

Key skills