Manager, Customer Success

Onit, Inc. is redefining the future of legal operations through AI, aiming to streamline enterprise legal management and enhance operational efficiency. The Manager, Customer Success will lead a team focused on building and maintaining post-sales relationships, driving product adoption, and ensuring customer satisfaction across the Mid-Market segment.

Responsibilities:

• Manage, coach, and develop a team of Customer Success Managers responsible for post-sales customer relationships
• Provide regular performance feedback, coaching, and development to ensure consistent execution and team growth
• Oversee and effectively leverage an offshore or shared resource to support operational efficiency
• Drive adoption and utilization of Onit products and services across the target customer base
• Ensure consistent execution of onboarding, success planning, QBRs, and renewal readiness activities
• Serve as an escalation point for customer risks, challenges, and complex engagements
• Own aggregate customer health, retention, and renewal readiness for accounts below $399K ARR
• Support identification of expansion opportunities, including upsell and cross-sell motions, in partnership with Sales and Account Management
• Ensure consistent application of Customer Success processes, playbooks, and segmentation-appropriate motions
• Partner cross-functionally with Sales, Product, Support, and Professional Services to improve customer outcomes

Requirements:

• 5-7+ years of experience in Customer Success, Account Management, or related customer-facing SaaS roles
• 2+ years of experience managing Customer Success Managers or similar teams
• Experience managing Mid-Market SaaS customer portfolios with retention and renewal accountability
• Experience in the legal industry or legal-technology space, including familiarity with legal workflows and stakeholders
• Strong understanding of adoption, utilization, customer health, retention, and renewal readiness metrics
• Proven ability to operate as a player-coach in a fast-paced, execution-focused environment
• Excellent communication, prioritization, and cross-functional stakeholder management skills
• Experience working with offshore or distributed teams preferred
• Deep curiosity, analytical rigor, and a passion for helping clients harness data to transform legal operations