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Onit
Onit
501 – 1,000 Employees
H1B Visa SponsorConsultingLegalSaaS
Onit develops AI-native legal operations and enterprise legal management software for organizations seeking to manage legal work, spending, contracts, vendors, and compliance in one connected environment. Its Unity ELM platform brings together solutions such as SimpleLegal, BusyLamp, ContractWorks, SecureDocs, OnitX CLM, and the App Catalog, supporting legal spend and matter management, contract lifecycle management, eBilling, document centralization, workflow automation, and contract data extraction through OCR. Onit also offers AI-powered tools including ReviewAI and Spend Agent. The company serves enterprise legal operations teams, General Counsel, and contract managers across sectors including pharmaceuticals, finance, insurance, technology, and government, with implementation, support, and professional services alongside its software products.
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Customer Success Manager, Legal Tech (Remote, US)

Support LegalFiles customers using Onit’s AI-powered legal operations platform. Drive adoption, improve workflows, and help enterprise legal teams realize value.

USUnited StatesRemoteFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager
Cloud

Description

  • Build trusted relationships with LegalFiles customers, learn their legal operations goals, and help them realize value from Onit’s solutions.
  • Act as the primary contact for strategic accounts.
  • Deliver a smooth, proactive customer experience.
  • Turn legal operations challenges into practical technical solutions.
  • Support onboarding with configuration guidance and best practices.
  • Coordinate support escalations with Product, Engineering, and Support.
  • Drive issue resolution and root cause analysis.
  • Represent customer needs internally and advocate for product improvements.
  • Spot recurring themes and opportunities to improve.
  • Lead business reviews, usage assessments, and roadmap discussions.
  • Document customer workflows, integrations, and technical considerations.
  • Maintain regular engagement through QBRs, advisory sessions, and performance reviews.
  • Work across teams to strengthen customer satisfaction, product adoption, and value from Onit’s legal technology.

Requirements

  • Bring at least five years of experience in customer success or another customer-facing role.
  • Show a record of supporting enterprise clients in SaaS, preferably in B2B legal technology or enterprise software.
  • Familiarity with eBilling platforms, matter management, legal billing, and outside counsel guidelines is preferred.
  • Understand audit practices and standards such as LEDES and UTBMS.
  • Engage effectively with both technical stakeholders and non-technical legal operations users.
  • Map legal workflows and identify opportunities for automation, efficiency, and process improvement.
  • Demonstrate strong organizational and communication skills.
  • Manage multiple complex customer engagements at once.
  • Be comfortable working with APIs, cloud platforms, and custom integrations.
  • Familiarity with enterprise risk or GRC software platforms is a plus.

Benefits

  • Eligibility for an annual discretionary bonus.
  • Choice of three medical plans.
  • Dental and vision coverage.
  • Employer HSA contribution for participants in a high-deductible health plan.
  • 401(k) with a 100% match on the first 3% and a 50% match on the next 2% of employee contributions.
  • Flexible paid time off.
  • Seven sick days per year.
  • Nine paid company holidays per year.
  • Paid leave for birth parents, non-birth parents, and caregivers.
  • Surrogacy and adoption reimbursement.
  • Life and disability insurance fully paid by the employer.
  • Optional hospital indemnity, critical illness, accident, and pet insurance.
  • Healthcare FSA, HSA, and dependent care FSA.
  • One paid volunteer day each year.

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