Customer Success Manager, Enterprise
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Success Manager supporting enterprise clients in legal tech solutions. Building relationships and driving value realization from Onit’s innovative AI-centric platform.
Responsibilities:
- 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.
Similar Jobs
Consultor de Implementação, CCS/CRM
Consultant role in CCS/CRM implementation at SONDA, managing client backlogs and developing system demands. Working 100% remotely with a focus on team collaboration and technical issue resolution.
Associate Clinical Specialist, CRM
Associate Clinical Specialist providing technical support and education on Cardiac Rhythm Management products in the healthcare field. Building relationships and offering comprehensive support to healthcare professionals.
Senior Manager, Development – CRM
Senior Manager driving CRM integration development for Genesys Cloud platform. Leading engineering teams and shaping technical strategy for high-impact solutions across various CRM systems.
Customer Success Manager
Customer Success Manager at Feathr delivering marketing solutions for nonprofits while managing strategic accounts and guiding customer success efforts.
Senior Manager, Customer Success
Senior Manager driving Customer Success for Horizon3.ai customers. Leading CSM teams and enhancing value realization from cybersecurity products.
Senior CRM Analyst
Senior CRM Analyst optimizing data management processes for Brazil’s leading dental software company. Join us in transforming the dental market with innovative solutions.
Associate Customer Success Manager
Manage a portfolio of SMB customers at Order.co, driving retention and engagement through proactive outreach and relationship management. Collaborate with cross-functional teams to ensure success and improve customer experience.
Partnership Executive – Customer Success Manager
Partnership Executive ensuring a positive client experience while managing large strategic clients at ReSource Pro. Responsible for revenue retention, growth, and collaboration across global teams.
Customer Success Associate
Customer Success Associate supporting customers to drive outcomes using automated testing solutions. Collaborating with Customer Success Managers to address customer workflows and ensure satisfaction.
Part-time Family Success Manager
Family Success Manager acting as a trusted bridge between families and Internal advising team. Responsible for ensuring families feel informed and supported throughout the study abroad journey.
Customer Success Manager
Customer Success Manager handling strategic relationships and driving growth in the Courts vertical for a SaaS company. Collaborating with various teams to enhance customer value and retention.
Enterprise Customer Success Manager
Enterprise Customer Success Manager driving product adoption and engagement for a portfolio of enterprise-level clients at a fast-growing SaaS technology company.
Client Success Manager
Senior strategic advisor managing Enterprise accounts in financial analytics at RapidRatings. Shaping client program strategy, leading reviews, and driving program success for profitable customer relationships.
Implementation, Customer Success Manager
Implementation & Customer Success Manager leading ECM/DMS onboarding, training, and account success in a fully remote environment. Helping mid-sized companies digitize document and business processes.
Head of Customer Success Partnership
Lead Customer Success strategy for Sumsub’s global partner ecosystem, ensuring partner success, revenue growth, and operational excellence for a digital verification platform.
Partnership Customer Success Manager
Partnership Customer Success Manager at Sumsub, a verification platform. Build and maintain relationships with partners to achieve their goals and enhance product adoption.
Customer Success Manager
Customer Success Manager improving customer outcomes for Bullhorn’s enterprise clients through technical proficiency and strategic consulting. Fostering strong relationships and mitigating escalations for client success.
CRM Automation, Growth Operations Manager
Revenue Systems & Sales Operations Manager at Argumentorik-Akademie GmbH optimizing CRM and sales operations in Germany. Key responsibilities include data automation and reporting structures with a focus on growth.
Customer Success Manager – AI Platform / Consulting Clients
Customer Success Manager driving customer success on AI platforms for B2B clients at Vusyon GmbH. Involves onboarding, platform architecture, and strategic customer management.
Customer Success Manager
Enterprise Customer Success Manager supporting strategic enterprise customers across Northeast US and Canada. Driving long-term partnerships and customer success at AppViewX.