Customer Success Manager, Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the success strategy for clients within the segment, ensuring their satisfaction, retention, and growth.

• Identify potential risks to customer health, devise mitigation strategies, and promote engagement.

• Serve as a trusted partner and advocate for accounts, fostering relationships with client stakeholders.

• Enhance product adoption through scalable initiatives and training sessions.

• Assist customers in maximizing their value from Onit.

• Assume responsibility for resolving issues for both customers and internal stakeholders.

• Provide customers with insights on industry trends, best practices, and new optimizations.

• Convert business challenges into actionable product and process recommendations.

• Create and disseminate best practices to enhance process quality, efficiency, and effectiveness.

• Collaborate with internal teams across functions to provide seamless experiences.

• Support scalable initiatives while ensuring a personalized approach.

• Aid in onboarding new hires and participate in the interview process for candidates.

• Exhibit senior-level accountability and technical expertise.

⛳️ Requirements

• Over 5 years of professional experience in Customer Success, Account Management, or Implementation.

• Experience in Consulting or Software, with a preference for those familiar with Legal Software.

• Strong grasp of SaaS business models and associated metrics.

• Experience in a startup environment within a small Customer Success team.

• Proven ability to collaborate with multiple stakeholders including Legal Ops, Legal, Finance, and IT.

• Bachelor's Degree is preferred.

🏝️ Benefits

• Three medical plan options.

• Dental and vision coverage.

• Employer HSA contribution for employees enrolled in the HDHP plan.

• 401(k) plan featuring a 100% match on the first 3% and 50% on the next 2% of employee contributions.

• Flexible paid time off.

• 7 sick days.

• 9 paid company holidays each year.

• Paid leave for birth parents, non-birth parents, and caregivers.

• Reimbursement for surrogacy and adoption expenses.

• 100% employer-paid life and disability insurance.

• Optional hospital indemnity, critical illness, accident, and pet insurance.

• Healthcare FSA, HSA, and dependent care FSA options.

• One paid volunteer day each year.

• Annual discretionary bonus.

• 20% commission based on base salary.