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RemoteFull timeCustomer Service

Customer Success Manager, Mid-Market

OnitRemote - USA🇺🇸United States

Quick overview

Salary$82.5k - $100k/yr
SeniorityMid Senior
Employment typeFull Time
Work modeRemote
LocationRemote - USA, United States
OnboardingAccount ManagementCustomer SuccessUnityVendor ManagementSalesforceGainsight

Job description

About Onit:
We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.
We’re 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, we’re 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, we’d love to meet you.

Position Summary

Onit is seeking a Mid-Market Customer Success Manager to own and grow a portfolio of approximately 60 customers on our Unity platform. In this role, you'll be the primary relationship owner for customers under $500K ARR, helping legal departments get maximum value from OnitX while driving retention and expansion. You'll work cross-functionally across Implementation, Support, Product, Marketing, and Account Management to deliver a seamless customer experience from onboarding through renewal.

Key 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 Unity 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

Required Skills:

  • 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
Benefits & Perks That Support You:
Onit offers a comprehensive total rewards package designed to support the whole employee at work and beyond:
Health Coverage Choices: Three medical plan options, plus dental and vision, so you can choose what fits best. 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.
Our Commitment to Applicants
We know that not everyone will check every box in a job description. At Onit, we value diversity, inclusion, and authenticity. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply. You may be exactly who we’re looking for.
This position will remain open for applications for 7 calendar days from the posting date.

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