Customer Success Manager
Work Truck Solutions
Customer Success Manager, Enterprise
Onit
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $84,000 - $110,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- 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.
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaSeBilling platformsmatter managementlegal billingAPI navigationcloud platformscustom integrationsworkflow mappingautomationprocess improvement
Soft skills
relationship buildingcustomer advocacycommunicationorganizational skillsproblem-solvingstakeholder engagementmulti-taskingproactive customer experienceroot cause analysisbusiness review facilitation
