Onit

Customer Success Manager

• 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.

Customer Success Manager, Enterprise

Implementation Specialist

• Lead end-to-end software implementation projects, from requirements gathering through go-live.
• Configure system workflows, reporting, and integrations (APIs, flat-file finance exchanges, data migrations).
• Manage project plans, timelines, and deliverables, keeping stakeholders informed and aligned.
• Support client testing activities and ensure system readiness for launch.
• Provide regular status updates, documentation, and risk assessments.
• Collaborate with cross-functional teams (Sales, Product, Engineering, Support) to resolve issues and align on deliverables.
• Accurately track project time and activities to support utilization goals and reporting.

Implementation Manager

Account Executive

• Own and manage the full sales cycle within assigned SLED territory from prospecting and discovery through RFP response, negotiations, and close
• Develop and execute territory and account-based strategies that align with government buying cycles and budget timelines
• Build relationships with key decision-makers, influencers, and procurement stakeholders in state agencies, cities, counties, school districts, and universities
• Partner with Pre-Sales Engineers to deliver tailored product demonstrations highlighting Onit’s solutions for the public sector
• Respond to and manage SLED RFPs and government contracting requirements, collaborating with legal and compliance teams as needed
• Maintain a healthy pipeline with at least 4x quota coverage and consistently meet or exceed quarterly and annual revenue targets
• Manage the handoff from signed license agreement to the implementation delivery team and stay connected during the transition to account management
• Represent Onit at public sector trade shows, conferences, and networking events to enhance market visibility and lead generation
• Collaborate cross-functionally with Marketing, Strategic Alliances, and Professional Services to ensure successful sales execution and client onboarding
• Maintain detailed records in Salesforce including pipeline status, forecasts, key contacts, and engagement history
• Prepare and present periodic business reviews and account plans to senior leadership

Account Executive, SLED

Security Engineer

• Support the Onit security function during US Central Time business hours
• Manage and conduct vulnerability testing, penetration testing, and client security audits
• Implement and manage cloud-native security tools and third-party solutions for threat detection and incident response
• Define, maintain, and execute the Incident Response plan, investigating and resolving incident escalations
• Perform regular risk assessments and vulnerability scans of cloud infrastructure, ensuring timely remediation
• Collaborate with Dev, DevOps, and Infra teams to remediate identified vulnerabilities, discuss security best practices, and assist with security incident response
• Analyze EDR alerts and logs to identify potential security incidents and take appropriate action
• Continuously evaluate and implement security tools and practices to enhance the security posture of the Onit environment
• Assist with security awareness programs for employees regarding security best practices
• Assist with the development and updates of Security Policies for SOC2 and ISO27001 compliance
• Perform quarterly access reviews

Senior Security Engineer

Product Manager

• Deeply understand Onit’s core products (ELM, CLM) and legal operations trends; translate insights into product vision and enhancements.
• Collaborate with leadership to define strategy and design roadmaps for integrated, configurable solutions across product lines and acquisitions.
• Work closely with engineering, design, GTM, customer success, and implementation teams to deliver intuitive, automated user experiences.
• Break down and prioritize features addressing legal bottlenecks (contract automation, risk alerts, SLA tracking, AI insights).
• Partner with engineering and implementation to ensure scalable, secure, compliant delivery and support certification tracks.
• Communicate impact-driven milestones and performance to executives and ensure product direction supports business goals.

• Primary owner of customer relationship and account strategy
• Be a trusted advisor to customers while developing relationships with multiple stakeholders
• Accountability for customer retention and subscription renewal process
• Conduct quarterly customer business reviews
• Manage customer issue escalation process, as required
• Partner with Marketing in the development of customer references, testimonials and events
• Manage customer information in CRM, including contact/meeting history, usage information, account plans and cross sell/up-sell opportunities
• Develop and maintain customer attrition/risk rating information and mitigation plans in CRM
• Participate in industry conferences, trade shows and other opportunities for customer interaction

Customer Success Manager, Enterprise

Implementation Manager

Account Executive, SLED

Senior Security Engineer

Product Manager

Senior Enterprise Account Executive