Customer Success Manager - LegalFiles
New
O
OnitLegal tech
Remote - USAFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in a Customer Success or a customer-facing role
- Required Skills
- RESTful APIsCustomer SuccessSaaS
Requirements
- Have 5+ years of experience in Customer Success or a customer-facing role, such as legal operations, vendor management, legal analyst, or customer success.
- Have a track record supporting enterprise clients in a SaaS environment.
- Bring experience in B2B legal tech or enterprise software; this is preferred.
- Be familiar with legal operations processes, including eBilling platforms, matter management, legal billing, and outside counsel guidelines; this is preferred.
- Understand audit practices and industry standards such as LEDES and UTBMS.
- Be able to engage technical stakeholders and non-technical legal operations users and advocate for both.
- Have experience mapping legal workflows and identifying opportunities for automation, efficiency, and process improvement.
- Be comfortable navigating APIs, cloud platforms, and custom integrations.
- Be organized and able to manage multiple complex engagements simultaneously.
- Bring strong communication skills.
- Familiarity with enterprise risk or GRC software platforms is a bonus.
Responsibilities
- Build relationships with LegalFiles customers, understand their legal operations goals, and drive value realization from Onit solutions.
- Serve as the primary point of contact for strategic accounts and provide a proactive customer experience.
- Translate legal operations pain points into actionable technical solutions.
- Guide customers through onboarding, configuration recommendations, and platform best practices.
- Triage support escalations and work with Product, Engineering, and Support to resolve issues and identify root causes.
- Advocate internally for customer needs and product enhancements by identifying recurring themes and improvement opportunities.
- Conduct business reviews, usage assessments, and roadmap discussions aligned with customer goals.
- Document customer workflows, integrations, and technical considerations for internal teams.
- Maintain account engagement through QBRs, advisory sessions, and performance reviews.
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