Strategic Customer Success Manager, Enterprise LegalTech

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

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.