Customer Success Manager, Scale

Summary

Join Onit, a company redefining the future of legal operations through AI, and become a product expert guiding customers to maximize their system usage. Solve problems for customers and internal stakeholders, proactively identifying at-risk clients. Develop and share best practices to improve processes, collaborating across various teams. You will need strong communication, relationship-building, and problem-solving skills. The ideal candidate is adaptable, highly organized, and eager to learn in the dynamic legal tech field. This role requires experience in customer success, account management, or implementation, along with familiarity with Salesforce and customer success tools.

Requirements

• Put yourself in others’ shoes and see situations from perspectives other than your own
• Be motivated by seeing others succeed and grow when you partner with them
• Be highly adaptable, easily acclimating to a rapidly changing business and industry
• Be highly organized, ability to multi-task and exceptionally responsive
• Have strong communication and presentation skills, along with an ability to work with a broad range of clients with varying skillsets
• Have excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs
• Have the ability to comfortably engage in conversations related to enterprise-level software and how it’s used to address business requirements
• Be hungry for knowledge. Legal Tech is undergoing a rapid change and you want to learn more!
• 2+ years of professional experience
• Experience in Customer Success, Account Management, or Implementation
• Background in Consulting or Software (Legal Software is a plus)
• Experience with Salesforce and Customer Success tools
• Startup Experience working within a small Customer Success Org
• Experience working with multiple stakeholders (Legal Ops, Legal, Finance, and IT in our case)

Responsibilities

• Become a product expert and help guide our customers in getting the most out of their system
• Be a problem solver for both our customers and internal stakeholders
• Proactively identify at risk customers
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Be working cross functionally with the Implementation, Support, Marketing, Product, Account Management Teams

Preferred Qualifications

Bachelor’s Degree