Customer Success Manager (LegalFiles Portfolio) at Onit

Onit is seeking a strategic and customer-focused Customer Success Manager, ideally with a background in State, Local, and Education legal operations, to support our LegalFiles portfolio of customers.

In this role, you will act as a trusted advisor, partnering with cross-functional teams to ensure customer satisfaction, drive product adoption, and maximize value from Onit’s legal tech solutions. Your legal operations expertise will position you to effectively understand customer pain points, align platform capabilities to strategic goals, and guide clients through technical conversations, workflow optimizations, and platform best practices.

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 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.