Customer Success Manager

Job Summary

Leading a team of Customer Success Managers, the full-time remote Manager, Customer Success will drive customer adoption and retention while managing a portfolio of clients with annual contract values below $399K, ensuring consistent execution of success strategies and operational efficiency.

Key Responsibilities:

• Manage, coach, and develop a team of Customer Success Managers responsible for post-sales customer relationships
• Drive adoption and utilization of Onit products and services across the target customer base
• Serve as an escalation point for customer risks, challenges, and complex engagements

Required Qualifications:

• 5-7+ years of experience in Customer Success, Account Management, or related customer-facing SaaS roles
• 2+ years of experience managing Customer Success Managers or similar teams
• Experience managing Mid-Market SaaS customer portfolios with retention and renewal accountability
• Strong understanding of adoption, utilization, customer health, retention, and renewal readiness metrics
• Experience in the legal industry or legal-technology space is a plus