Strategic Customer Success Manager - LegalTech (Enterprise)

OpenKrill

United States

Remote

USD 90,000 - 130,000

Full time

8 days ago

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Benefits offered by this job

Health coverage

401(k) match

Paid time off

Wellness programs

Job summary

Onit is seeking a strategic, customer-focused Customer Success Manager to support the LegalFiles portfolio. You will partner with cross-functional teams to ensure customer satisfaction, drive product adoption, and maximize value from Onit's legal tech solutions.

You will leverage your legal operations expertise to understand client pain points, align platform capabilities to goals, and guide clients through technical conversations, onboarding, and optimization best practices.

Qualifications

5+ years in customer success or related client-facing role in SaaS.
Experience with enterprise clients in B2B legal tech or enterprise software.
Familiarity with legal ops processes including eBilling, matter management.
Ability to translate pain points into technical solutions and drive adoption.
Strong organizational and communication skills.

Responsibilities

Build strong relationships with LegalFiles customers to understand their 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 into actionable technical solutions.
Guide customers through onboarding, configuration recommendations, and best practices.
Triage and manage support escalations with product, engineering, and support teams.
Advocate for customer needs and product enhancements by identifying recurring themes.
Conduct regular business reviews, usage assessments, and roadmap discussions.
Document customer-specific workflows, integrations, and technical considerations.