Customer Success Manager, Scale

Onit

2 - 7 years

6 - 10 Lacs

pune

Posted:1 hour ago| Platform:

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Skills Required

artificial intelligence consulting legal smb account management business modeling customer experience continuous improvement spend management recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities :

Own the success strategy for Onits customers in the scale, ensuring long-term satisfaction, retention, and growth.
Drive adoption in our scalable programs such as Office Hour and Ask Me Anything sessions as well as host these sessions.
Serve as the advocate for account base, building trusted partnerships with client stakeholders (e.g., Legal Ops, Finance, IT).
Act as a thought partner and product champion to help customers derive maximum value from Onits AI-driven legal tech solutions, serving as a product expert and help guide our customers in getting the most value out of their system.
Facilitate problem-solving for both our 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 continually improve the quality, effectiveness, and efficiency of our processes. Foster knowledge-sharing and continuous improvement across the Customer Success organization.
Collaborate cross-functionally with the Implementation, Support, Marketing, Product, Account Management Teams to deliver 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 in our case).

Preferred Qualifications

Bachelors Degree
Strong understanding of SaaS business models and metrics.

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