Customer Success Manager, Enterprise
New
Remote - USAFull-TimeManager
Salary118,000 - 135,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- RESTful APIsProcess improvementSaaS
Requirements
- 5+ years of experience in 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.
- Experience mapping legal workflows and identifying opportunities for automation, efficiency, and process improvement.
- Strong organizational and communication skills.
- Comfort navigating APIs, cloud platforms, and custom integrations.
Responsibilities
- Build strong relationships with enterprise 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 into actionable technical solutions.
- Guide customers through onboarding, configuration recommendations, and best practices.
- Triage and manage support escalations, working closely with Product, Engineering, and Support.
- Advocate internally for customer needs and product enhancements.
- Conduct regular business reviews, usage assessments, and roadmap discussions.
- Document customer-specific workflows, integrations, and technical considerations.
- Maintain consistent communication and engagement cadence with accounts.
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