Position Summary
We are seeking a dedicated and motivated individual for the role of Customer Success Manager, Enterprise - Unity dedicated to managing a book of key accounts. This position will play a critical role in driving customer satisfaction, best-practice adoption, and long-term account health across Onit’s client relationships. This role requires a proactive, high-impact individual who excels in aligning internal teams with customer goals, building strong cross-functional partnerships, and cultivating lasting client value. You will serve as a strategic voice of the customer internally while ensuring the successful retention and growth of key accounts. Your efforts will directly impact customer experience, renewals, expansion, and overall platform success across a portfolio of high-value clients.
Key Responsibilities:
- Owns success strategy for customers in segment, ensuring client satisfaction, retention, and growth.
- Identifies risks to customer health, proactively design mitigation strategies, and drive engagement.
- Acts as a trusted partner and advocate for accounts, building strong relationships with client stakeholders.
- Drives product adoption through scalable programs and training sessions for stakeholders.
- Serves as a thought partner and product champion, guiding customers in maximizing value from Onit.
- Proactively takes ownership of problem-solving for customers and internal stakeholders.
- Serves as a strategic advisor to customers, providing insights on industry trends, best practices, and emerging optimizations to help them maximize value.
- Acts as a trusted thought leader, influencing customer strategy and internal innovation by translating real-world business challenges into actionable product and process recommendations.
- Develops and shares best practices to improve quality, efficiency, and effectiveness of processes.
- Collaborates cross-functionally with internal teams to deliver seamless experiences.
- Demonstrates flexibility in supporting scalable programs while maintaining a personalized approach.
- Assists team by helping onboard new hires and interviewing candidates.
- Demonstrates senior-level accountability and sets the bar for technical excellence.
Customer Success and Retention
Product Expertise and Adoption
Thought Leadership and Advisor
Operational Excellence
Training & Coaching
Qualifications and Skills:
- 5+ years of professional experience in Customer Success, Account Management, or Implementation.
- Background in Consulting or Software (Legal Software is a plus).
- Strong understanding of SaaS business models and metrics.
- Startup Experience working within a small Customer Success Org.
- Experience working with multiple stakeholders (Legal Ops, Legal, Finance, and IT in our case).
- Bachelor's Degree
- Strong understanding of SaaS business models and metrics.
Required Qualifications
Preferred Qualifications
Skills Required
- 5+ years of professional experience in Customer Success, Account Management, or Implementation
- Background in Consulting or Software; legal software experience is a plus
- Strong understanding of SaaS business models and metrics
- Startup experience working within a small Customer Success organization
- Experience working with multiple stakeholders, including Legal Ops, Legal, Finance, and IT
- Bachelor's degree
What We Do
Onit is a global leader of enterprise software and artificial intelligence platforms and products for legal, compliance, sales, IT, HR and finance departments. Our software transforms best practices into smarter workflows, better processes and operational efficiencies. With a focus on enterprise legal management, matter management, legal spend management, contract lifecycle management and legal holds, we operate worldwide and help global companies and billion-dollar legal departments bridge the gap between systems of record and systems of engagement. Onit is the only company in our space with two platforms: Our leading no-code business process automation platform, Apptitude, and our business intelligence platform, Precedent. Apptitude allows customers to create, modify and deploy new software products and custom workflows. Onit’s legal AI platform, Precedent, enables our software products to read, write, and reason like a lawyer. Combined, the two platforms enable customers to digitally transform legal operations by automating processes, reducing costs and maximizing productivity with industry-leading cloud-based software.
