[Remote] Customer Success Manager - LegalFiles

Note: The job is a remote job and is open to candidates in USA. Onit is seeking a Customer Success Manager to support its LegalFiles customers. The role focuses on building customer relationships, driving product adoption and value realization, and coordinating with internal teams to resolve issues and improve customer outcomes.

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

Skills

• 5+ years of experience in a Customer Success or a 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
• 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
• Ideally, with a background in State, Local, and Education legal operations
• Preferably in B2B legal tech or enterprise software
• Bonus: Familiarity with enterprise risk or GRC software platforms

Benefits

• Associates are eligible for an annual discretionary bonus.
• Three medical plan options, plus dental and vision.
• Employees on the HDHP plan receive an employer contribution to the HSA.
• 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions.
• Flexible paid time off, 7 sick days, and 9 paid company holidays annually.
• Paid leave for birth parents, non-birth parents, and caregivers.
• Surrogacy and adoption reimbursement.
• 100% employer-paid life and disability insurance.
• Voluntary benefits including hospital indemnity, critical illness, accident, and pet insurance.
• Healthcare FSA, HSA, and dependent care FSA.
• One paid volunteer day each year.

Company Overview