Customer Success Manager - Scale

Onit promotes career growth through internal mobility.  Requirements include that the internal candidate has approval from their current manager, has performed their current role for at least one year, and is in good standing.

Onit is looking for our next Customer Success Manager to continue developing ongoing relationships with our customers! SimpleLegal, SecureDocs, and Axdraft are all part of the Onit family of companies. You will have the unique opportunity to work with all three product lines. We pride ourselves on being a customer focused organization starting with our implementation process all the way through customer success, renewals, and support.

As part of a member of our Scale team, you will be constantly on the lookout for things we can do better and faster. Have you had a call with 5 customers and explained the same thing to them? Great! Let’s turn it into a video or tutorial! Are customers asking “how are other customers using XYZ?”. That sounds like a prime topic to turn into a user group discussion!

What You Will Be Doing

• You will become a product expert for the Onit Commercial Business Unit and help guide our customers in getting the most out of their system.
• You will be a problem solver for both our customers and internal stakeholders
• You will proactively identify at risk customers.
• You will develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• You will be working cross functionally with the Implementation, Support, Marketing, Product, Account Management

What You Will Bring to Onit

• You can put yourself in others’ shoes and see situations from perspectives other than your own
• You’re motivated by seeing others succeed and grow when you partner with them
• You love writing. Putting together an email that will go out to hundreds of people excites you!
• You’re highly adaptable, easily acclimating to a rapidly changing business and industry.
• You are hungry for knowledge. Legal Tech is undergoing a rapid change and you want to learn more!

Requirements

• 2+ years of customer facing experience
• 2+ years of SaaS experience
• Experience driving value and adoption
• A love for technology and innovation
• Owner mindset

Nice to Have

• Experience with Salesforce
• Experience with Zendesk
• Experience with a Customer Success tool such as PlanHat or Gainsight
• Bachelor’s Degree
• Experience in Customer Success or Account Management