Customer Success Manager
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Job Description
Customer Success Manager supporting LegalFiles customers using Onit’s AI-powered legal operations platform. Driving adoption, workflow optimization, and value realization for enterprise legal teams.
Responsibilities:
- Build strong relationships with LegalFiles customers to understand their legal operations goals and drive value realization from Onit solutions
- Serve as the primary point of contact for strategic accounts
- Ensure a seamless and proactive customer experience
- Translate legal operations pain points into actionable technical solutions
- Guide customers through onboarding, configuration recommendations, and best practices
- Triage and manage support escalations with Product, Engineering, and Support
- Drive resolution and root cause analysis
- Advocate internally for customer needs and product enhancements
- Identify recurring themes and improvement opportunities
- Conduct regular business reviews, usage assessments, and roadmap discussions
- Document customer-specific workflows, integrations, and technical considerations
- Maintain consistent communication and engagement cadence, including QBRs, advisory sessions, and performance reviews
- Partner with cross-functional teams to ensure customer satisfaction, drive product adoption, and maximize value from Onit's legal tech solutions
Requirements:
- 5+ years of experience in a Customer Success or customer-facing role
- Proven success supporting enterprise clients in a SaaS environment, preferably in B2B legal tech or enterprise software
- Familiarity with eBilling platforms, matter management, legal billing, and outside counsel guidelines preferred
- Awareness of audit practices and industry standards such as LEDES and UTBMS
- Ability to engage with technical stakeholders and non-technical legal ops users
- Experience mapping legal workflows and identifying opportunities for automation, efficiency, and process improvement
- Strong organizational and communication skills
- Ability to manage multiple complex engagements simultaneously
- Comfort navigating APIs, cloud platforms, and custom integrations
- Familiarity with enterprise risk or GRC software platforms is a bonus
Benefits:
- Annual discretionary bonus eligibility
- Three medical plan options
- Dental and vision coverage
- Employer HSA contribution for HDHP participants
- 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions
- Flexible paid time off
- 7 sick days annually
- 9 paid company holidays annually
- Paid leave for birth parents, non-birth parents, and caregivers
- Surrogacy and adoption reimbursement
- 100% employer-paid life and disability insurance
- Voluntary hospital indemnity, critical illness, accident, and pet insurance
- Healthcare FSA, HSA, and dependent care FSA
- One paid volunteer day each year
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