Key Responsibilities:
- Drive customer success across a portfolio of customers, supporting adoption, engagement, retention, and growth
- Lead customer engagement through a mix of direct interactions and scalable programs (e.g., webinars and office hours)
- Monitor customer health and usage trends to identify risk and opportunity, and take proactive action to drive engagement
- Build strong relationships with key stakeholders (e.g., Legal Ops, Finance, IT) and serve as a trusted advisor
- Develop product expertise and guide customers to maximize the impact of Onit’s solutions
- Partner effectively within a team environment to ensure consistent, high-quality customer experiences
- Navigate and resolve challenges by coordinating across customer and internal teams
- Collaborate cross-functionally with Implementation, Support, Marketing, Product, and Account Management to deliver a seamless customer experience
Required Skills:
- Bachelor’s degree or equivalent professional experience
- 2+ years of experience in Customer Success, Account Management, or Implementation
- Experience in a SaaS or technology environment
- Experience managing multiple customers or priorities simultaneously
- Strong communication and cross-functional collaboration skills
- Experience working with customer stakeholders (e.g., Legal Ops, Legal, Finance, and IT)
- Comfortable working in a fast-paced, evolving environment
- Strong understanding of SaaS metrics and how they relate to customer outcomes
- Experience building or improving customer success programs or scalable engagement initiatives
- Experience using customer data or health metrics to drive decisions and identify risk
- Background in legal technology or workflow automation platforms
Required Qualifications
Preferred Qualifications
Top Skills
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.
