Customer Success Manager, Enterprise

Onit is redefining the future of legal operations through AI, aiming to streamline enterprise legal management. They are seeking a strategic and customer-focused Customer Success Manager to support their enterprise customers by acting as a trusted advisor and ensuring customer satisfaction and product adoption.

Responsibilities:

• 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

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