Customer Success Manager - LegalFiles

Onit; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health coverage

401(k) match

Paid time off

Family leave

Life & disability insurance

Voluntary benefits

FSAs/HSA

Volunteer day

Job summary

Onit is redefining how legal operations are run through an AI-powered platform for legal management, billing, matter management, and contract lifecycle workflows. We’re seeking a customer success professional who can build trusted relationships with enterprise clients, guide onboarding, and drive measurable value from our SaaS solutions.

You’ll collaborate with product, engineering, and support to tailor implementations, advocate for customer needs, and lead quarterly business reviews.

Qualifications

• 5+ years in a Customer Success or customer-facing role.
• Experience supporting enterprise clients in a SaaS environment, ideally in B2B legal tech.
• Familiarity with legal ops processes (eBilling, matter management, legal billing, outside counsel guidelines).
• Awareness of audit practices and standards such as LEDES and UTBMS.
• Ability to engage with both technical and non-technical legal ops stakeholders.
• Experience mapping legal workflows and identifying automation opportunities.
• Strong organizational and communication skills for multiple complex engagements.
• Comfort navigating APIs, cloud platforms, and custom integrations.
• Bonus: familiarity with enterprise risk or GRC software.

Responsibilities

• Build relationships with LegalFiles customers to understand goals and value realization from Onit solutions.
• Serve as the primary contact for strategic accounts, ensuring seamless customer experience.
• Translate legal ops pain points into actionable technical solutions.
• Guide customers through onboarding, configurations, and best practices.
• Triage and manage support escalations with Product, Engineering, and Support.
• Advocate for customer needs and product improvements internally.
• Conduct regular business reviews, usage assessments, and roadmap discussions.
• Document customer workflows, integrations, and technical considerations.
• Maintain consistent communication and engagement cadence with accounts (QBRs, advisory sessions).

Skills

Customer Success

Enterprise SaaS

Legal Ops

LEDES/UTBMS

APIs & Integrations

Workflow Automation

Stakeholder Communication

Multitasking

GRC familiarity

Job description

About Onit

We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.

We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech.

If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you.

Key Responsibilities:

• - Build strong relationships with LegalFiles customers to understand their legal operations goals and drive value realization from Onit solutions.
• - Serve as the primary point of contact for strategic accounts, ensuring a seamless and proactive customer experience.
• - Translate legal ops pain points (e.g., billing challenges, matter management gaps, workflow inefficiencies) into actionable technical solutions.
• - Guide customers through onboarding, configuration recommendations, and best practices tailored to their maturity and objectives.
• - Triage and manage support escalations, working closely with Product, Engineering, and Support to drive resolution and root cause analysis.
• - Advocate internally for customer needs and product enhancements by identifying recurring themes and improvement opportunities.
• - Conduct regular business reviews, usage assessments, and roadmap discussions to ensure alignment with customer goals.
• - Document customer-specific workflows, integrations, and technical considerations to support continuity across internal teams.
• - Maintain consistent communication and engagement cadence with accounts, including QBRs, advisory sessions, and performance reviews.

Required Skills:

• - 5+ years of experience in a Customer Success or a customer-facing role (e.g., legal operations, vendor management, legal analyst, or customer success).
• - Proven success supporting enterprise clients in a SaaS environment, preferably in B2B legal tech or enterprise software.
• - Familiarity with legal ops processes including eBilling platforms, matter management, legal billing, and outside counsel guidelines is preferred.
• - Awareness of audit practices and industry standards such as LEDES and UTBMS.
• - Strong ability to engage with both technical stakeholders and non-technical legal ops users, advocating effectively for both.
• - Experience mapping legal workflows and identifying opportunities for automation, efficiency, and process improvement.
• - Strong organizational and communication skills, capable of managing multiple complex engagements simultaneously.
• - Comfort navigating APIs, cloud platforms, and custom integrations.
• - Bonus: Familiarity with enterprise risk or GRC software platforms.

At Onit, we’re committed to offering fair and competitive compensation. In addition to base pay, associates are eligible for an annual discretionary bonus. The final base salary you receive will reflect factors such as your skills, education, experience, and work location.

Benefits & Perks That Support You

Onit offers a comprehensive total rewards package designed to support the whole employee at work and beyond:

• Health Coverage Choices:Three medical plan options, plus dental and vision, so you can choose what fits best. Employees on our HDHP plan also receive employer contribution to the HSA.
• Retirement Savings:401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions.
• Time Away:Flexible paid time off, 7 sick days, and 9 paid company holidays annually.
• Family Support:Exceptional paid leave for birth parents, non-birth parents, and caregivers. Onit also offers surrogacy and adoption reimbursement.
• Income Protection:100% employer-paid 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 give back to the community.

Our Commitment to Applicants

We know that not everyone will check every box in a job description. At Onit, we value diversity, inclusion, and authenticity. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, you may be exactly who we’re looking for.

This position will remain open for applications for 7 calendar days from the posting date.