Customer Success Manager

Onit

Customer Success Manager supporting customer outcomes across engagement, retention at Onit's AI platform. Collaborating with teams to ensure value is delivered to users.

Posted 4/15/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $85,000 per yearWebsite

About the role

Key responsibilities & impact

Drive customer success across a portfolio of customers, supporting adoption, engagement, retention, and growth
Lead customer engagement through a mix of direct interactions and scalable programs (e.g., webinars and office hours)
Monitor customer health and usage trends to identify risk and opportunity, and take proactive action to drive engagement
Build strong relationships with key stakeholders (e.g., Legal Ops, Finance, IT) and serve as a trusted advisor
Develop product expertise and guide customers to maximize the impact of Onit’s solutions
Partner effectively within a team environment to ensure consistent, high-quality customer experiences
Navigate and resolve challenges by coordinating across customer and internal teams
Collaborate cross-functionally with Implementation, Support, Marketing, Product, and Account Management to deliver a seamless customer experience

Requirements

What you’ll need

Bachelor’s degree or equivalent professional experience
2+ years of experience in Customer Success, Account Management, or Implementation
Experience in a SaaS or technology environment
Experience managing multiple customers or priorities simultaneously
Strong communication and cross-functional collaboration skills
Experience working with customer stakeholders (e.g., Legal Ops, Legal, Finance, and IT)
Comfortable working in a fast-paced, evolving environment
Strong understanding of SaaS metrics and how they relate to customer outcomes (Preferred)
Experience building or improving customer success programs or scalable engagement initiatives (Preferred)
Experience using customer data or health metrics to drive decisions and identify risk (Preferred)
Background in legal technology or workflow automation platforms (Preferred)

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaScustomer successaccount managementimplementationcustomer data analysishealth metricsworkflow automation

Soft Skills

communicationcross-functional collaborationrelationship buildingproblem-solvingcustomer engagementproactive actionteamwork

Certifications

Bachelor’s degree