Mid-Market Customer Success Manager

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

📋 Description

• Take ownership of the complete post-sale customer lifecycle for a portfolio of approximately 60 mid-market accounts, acting as their main point of contact and trusted advisor.

• Cultivate a thorough understanding of OnitX to assist customers in achieving outcomes that address their most urgent legal operations challenges.

• Actively oversee account health, recognize at-risk customers, and implement mitigation strategies before issues arise.

• Conduct regular business reviews to ensure alignment with customer objectives, showcase value, and identify expansion opportunities.

• Collaborate with the Renewals team to facilitate timely renewals and minimize churn within your portfolio.

• Work across departments to advocate for customer needs and relay feedback to Product and Implementation teams.

• Create and disseminate best practices throughout the Customer Success organization to enhance efficiency and effectiveness.

⛳️ Requirements

• A minimum of 4 years of experience in Customer Success, Account Management, Consulting, or another customer-facing role (such as legal operations, vendor management, legal analyst, or customer success).

• Demonstrated capability to manage a high-volume account portfolio with little oversight.

• Experience working within complex stakeholder environments, including Legal Operations, Legal, Finance, and IT.

• Familiarity with Salesforce and Customer Success platforms (such as Gainsight, ChurnZero, or similar).

• A background in SaaS or legal technology is highly advantageous.

• Comfortable operating in a growing organization where processes are still being developed.

• A bachelor’s degree is preferred.

🏝️ Benefits

• Health Coverage Choices: Three medical plan options, along with dental and vision coverage.

• Employees enrolled in our HDHP plan receive an employer contribution to their HSA.

• Retirement Savings: 401(k) with a 100% match on the first 3% and a 50% match on the next 2% of employee contributions.

• Time Away: Flexible paid time off, 7 sick days, and 9 paid company holidays each year.

• Family Support: Outstanding paid leave for birth parents, non-birth parents, and caregivers.

• Onit also provides surrogacy and adoption reimbursement.

• Income Protection: 100% employer-funded life and disability insurance.

• Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident, and even pet insurance.

• Tax-Advantaged Accounts: Healthcare FSA, HSA, and dependent care FSA.

• Community Engagement: One paid volunteer day each year to contribute to the community.