Customer Success Manager, Scale

In this role as a Customer Success Manager Scale at Onit, you will be responsible for driving customer satisfaction, best-practice adoption, and long-term account health across Onit's client relationships in the scale/ SMB segment. Your proactive and high-impact approach will be crucial in aligning internal teams with customer goals, building strong cross-functional partnerships, and cultivating lasting client value. Your efforts will directly impact customer experience, renewals, expansion, and overall platform success across a portfolio of high-value clients. **Key Responsibilities:** - Own the success strategy for Onit's customers in the scale segment, ensuring long-term satisfaction, retention, and growth. - Drive adoption in scalable programs such as Office Hour and Ask Me Anything sessions, as well as host these sessions. - Build trusted partnerships with client stakeholders (e.g., Legal Ops, Finance, IT) as the advocate for the account base. - Act as a thought partner and product champion to help customers derive maximum value from Onit's AI-driven legal tech solutions. - Facilitate problem-solving for both customers and internal stakeholders. - Identify risks to customer health and design strategies to proactively mitigate churn and drive engagement. - Develop and share best practices to improve the quality, effectiveness, and efficiency of processes and foster knowledge-sharing across the Customer Success organization. - Collaborate cross-functionally with Implementation, Support, Marketing, Product, and Account Management Teams to deliver a seamless customer experience. **Qualifications:** - 2+ years of professional experience. - 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). **Preferred Qualifications:** - Bachelor's Degree. - Strong understanding of SaaS business models and metrics. Onit offers a comprehensive total rewards package including health coverage for employees and immediate family members, flexible paid time off, exceptional paid leave for various family situations, 100% employer-paid life and disability insurance, voluntary benefits, tax-advantaged accounts, community engagement opportunities, and more. At Onit, diversity, inclusion, and authenticity are valued, and if you're excited about this role but your experience doesn't align perfectly with every qualification, you are encouraged to apply. Onit's values include Customer First, Purposeful Innovation, Win as One, and Intentional Growth.,