Mid-Market Customer Success Manager

Onit, Inc.; Northern (KY); Hybrid; USD 83,000 - 110,000; Full time

Benefits offered by this job

Health Coverage Choices

401(k) with match

Flexible paid time off

9 paid company holidays

Job summary

Onit, Inc. is seeking a Mid-Market Customer Success Manager to own and grow a portfolio of ~60 customers on the OnitX platform. You will be the primary relationship owner for customers under $500K ARR, guiding them from onboarding through renewal and expansion.

You’ll collaborate with Implementation, Support, Product, Marketing, and Account Management to deliver a seamless customer experience, monitor health, and drive retention in a scaling SaaS/legal tech environment.

Qualifications

• 4+ years of experience in Customer Success, Account Management, Consulting, or other customer-facing role.
• Proven ability to manage a high-volume account portfolio with minimal oversight
• Experience navigating complex stakeholder environments - Legal Ops, Legal, Finance, and IT
• Familiarity with Salesforce and CS platforms (Gainsight, ChurnZero, or similar)
• Background in SaaS or legal technology is a strong plus
• Comfortable working in a scaling organization where processes are still being built
• Bachelor’s degree preferred

Responsibilities

• Own the full post-sale customer lifecycle for a portfolio of ~60 mid-market accounts, serving as their primary point of contact and trusted advisor
• Develop deep expertise in OnitX to guide customers toward outcomes that solve their most pressing legal operations challenges
• Proactively monitor account health, identify at-risk customers, and execute mitigation plans before issues escal
• Conduct regular business reviews to align on customer goals, demonstrate value, and surface expansion opportunities
• Partner with the Renewals team to support on-time renewals and reduce churn within your portfolio
• Collaborate cross-functionally to advocate for customer needs and share feedback with Product and Implementation teams
• Develop and share best practices across the CS org to continuously improve efficiency and effectiveness

Skills

Customer Success

Portfolio management

Stakeholder management

Salesforce

SaaS/Legal tech

Education

Bachelor’s degree

Tools

Gainsight

ChurnZero

Salesforce

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 usingAI at the coreto 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.

Position Summary

Onit is seeking a Mid-Market Customer Success Manager to own and grow a portfolio of approximately 60 customers on our OnitX platform. In this role, you'll be the primary relationship owner for customers under $500K ARR, helping legal departments get maximum value from OnitX while driving retention and expansion. You'll work cross-functionally across Implementation, Support, Product, Marketing, and Account Management to deliver a seamless customer experience from onboarding through renewal.

Key Responsibilities:

• Own the full post-sale customer lifecycle for a portfolio of ~60 mid-market accounts, serving as their primary point of contact and trusted advisor


• Develop deep expertise in OnitX to guide customers toward outcomes that solve their most pressing legal operations challenges


• Proactively monitor account health, identify at-risk customers, and execute mitigation plans before issues escal


• Conduct regular business reviews to align on customer goals, demonstrate value, and surface expansion opportunities


• Partner with the Renewals team to support on-time renewals and reduce churn within your portfolio


• Collaborate cross-functionally to advocate for customer needs and share feedback with Product and Implementation teams


• Develop and share best practices across the CS org to continuously improve efficiency and effectiveness

Required Skills:

• 4+ years of experience in Customer Success, Account Management, Consulting, or other customer-facing role (e.g., legal operations, vendor management, legal analyst, or customer success).


• Proven ability to manage a high-volume account portfolio with minimal oversight


• Experience navigating complex stakeholder environments - Legal Ops, Legal, Finance, and IT


• Familiarity with Salesforce and CS platforms (Gainsight, ChurnZero, or similar)


• Background in SaaS or legal technology is a strong plus


• Comfortable working in a scaling organization where processes are still being built


• Bachelor's degree preferred

$82,500 - $110,000 a year

Commission: 20% of Base Salary

Benefits & Perks That Support You:

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, we encourage you to apply. You may be exactly who we're looking for.

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