Mid-Market Customer Success Manager

About the role

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.

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 escalate
• 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

Requirements

• 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

Pay

$82,500 - $110,000 a year

Commission: 20% of Base Salary

Benefits

• 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.