Lead Customer Success Manager

Summary

Join Onit, a global leader in enterprise workflow software, as our first Lead Customer Success Manager for the EMEA region! This remote role (with 10% travel) offers the unique opportunity to work with multiple legal tech products and a growing team. You will be a player/coach, guiding customers, solving problems, coaching the EMEA team, identifying at-risk accounts, and developing best practices. Success in this role requires strong communication, relationship-building, and experience with enterprise software. Onit offers a competitive salary, benefits including paid parental and caregiver leave, and flexible PTO.

Requirements

• 6-8 years of professional experience
• 2-3 years experience in Customer Success or Account Management
• Background in Consulting or Software (Legal Software would be a plus)
• Highly proficient German and English speaking based in EMEA timezone
• Experience with Salesforce and Customer Success tools
• Experience working with multiple stakeholders (Legal Ops, Legal, Finance, and IT in our case)
• Bachelor’s degree

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
• Assist coaching the EMEA team based on your experience on best practices
• Proactively identify at-risk customers
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Work cross functionally with the Implementation, Support, Marketing, Product, Renewals Teams

Preferred Qualifications

Master degree

Benefits

• Paid parental leave
• Paid caregiver leave
• Flex PTO