Onit

Manager, Customer Success

Onit

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $130,000 - $145,000 per year

About the role

  • Manage, coach, and develop a team of Customer Success Managers responsible for post-sales customer relationships
  • Provide regular performance feedback, coaching, and development to ensure consistent execution and team growth
  • Oversee and effectively leverage an offshore or shared resource to support operational efficiency
  • Drive adoption and utilization of Onit products and services across the target customer base
  • Ensure consistent execution of onboarding, success planning, QBRs, and renewal readiness activities
  • Serve as an escalation point for customer risks, challenges, and complex engagements
  • Own aggregate customer health, retention, and renewal readiness for accounts below $399K ARR
  • Support identification of expansion opportunities, including upsell and cross-sell motions, in partnership with Sales and Account Management
  • Ensure consistent application of Customer Success processes, playbooks, and segmentation-appropriate motions
  • Partner cross-functionally with Sales, Product, Support, and Professional Services to improve customer outcomes

Requirements

  • 5-7+ years of experience in Customer Success, Account Management, or related customer-facing SaaS roles
  • 2+ years of experience managing Customer Success Managers or similar teams
  • Experience managing Mid-Market SaaS customer portfolios with retention and renewal accountability
  • Experience in the legal industry or legal-technology space, including familiarity with legal workflows and stakeholders
  • Strong understanding of adoption, utilization, customer health, retention, and renewal readiness metrics
  • Proven ability to operate as a player-coach in a fast-paced, execution-focused environment
  • Excellent communication, prioritization, and cross-functional stakeholder management skills
  • Experience working with offshore or distributed teams preferred
  • Deep curiosity, analytical rigor, and a passion for helping clients harness data to transform legal operations.
Benefits
  • Health Coverage Choices: Three medical plan options
  • 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
  • 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
Customer Success ManagementAccount ManagementSaaSOnboardingSuccess PlanningQBRsRenewal ReadinessRetention MetricsUpsellCross-sell
Soft skills
CoachingPerformance FeedbackTeam DevelopmentCommunicationPrioritizationStakeholder ManagementAnalytical RigorCuriosityOperational EfficiencyPlayer-Coach