Mid-Market Customer Success Manager
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Job Description
Mid-Market Customer Success Manager managing ~60 customer accounts on AI legal operations platform. Facilitate post-sale lifecycle, retention, and expansion across various teams.
Responsibilities:
- Own the full post-sale customer lifecycle for a portfolio of ~60 mid-market accounts, serving as their primary point of contact and trusted advisor
- Develop deep expertise in OnitX to guide customers toward outcomes that solve their most pressing legal operations challenges
- Proactively monitor account health, identify at-risk customers, and execute mitigation plans before issues escalate
- Conduct regular business reviews to align on customer goals, demonstrate value, and surface expansion opportunities
- Partner with the Renewals team to support on-time renewals and reduce churn within your portfolio
- Collaborate cross-functionally to advocate for customer needs and share feedback with Product and Implementation teams
- Develop and share best practices across the CS org to continuously improve efficiency and effectiveness
Requirements:
- 4+ years of experience in Customer Success, Account Management, Consulting, or other customer-facing role (e.g., legal operations, vendor management, legal analyst, or customer success)
- Proven ability to manage a high-volume account portfolio with minimal oversight
- Experience navigating complex stakeholder environments — Legal Ops, Legal, Finance, and IT
- Familiarity with Salesforce and CS platforms (Gainsight, ChurnZero, or similar)
- Background in SaaS or legal technology is a strong plus
- Comfortable working in a scaling organization where processes are still being built
- Bachelor's degree preferred
Benefits:
- Health Coverage Choices: Three medical plan options, plus dental and vision
- 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
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