Manager, Customer Success

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. The Manager, Customer Success leads a team of Customer Success Managers responsible for building and maintaining post-sales customer relationships to drive adoption, utilization, retention, and value realization of Onit’s products and services. This role manages a portfolio of customers with annual contract values below $399K and is accountable for team performance, customer health, renewal readiness, and execution consistency across the segment. Reporting directly to the VP of Customer Success, the Manager partners closely with CS leadership to execute customer success strategy, surface risks and insights, and ensure consistent delivery across our Unity SMB and Mid-Market segments and will also help manage other product lines as needed. The Manager provides both people leadership and functional customer success expertise, acting as a player-coach and escalation point while partnering cross-functionally to support customer outcomes. This is a management-level role and is not an individual contributor position Key Responsibilities: · 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 · 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 Required Skills: 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 is a plus 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 is preferred Deep curiosity, analytical rigor, and a passion for helping clients harness data to transform legal operations. 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.