Mid-Market Customer Success Manager

Onit is redefining the future of legal operations through the power of AI. The Mid-Market Customer Success Manager will own and grow a portfolio of approximately 60 customers on the OnitX platform, ensuring they receive maximum value and driving retention and expansion.

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

Requirements:

• 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