SMB Customer Success Manager, ContractWorks

New

OnitLegal technology

Remote - USAFull-TimeManager

Salary$70,000 - $85,000 a year; Commission: 20% of base

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Job Details

Experience: 2+ years of experience in Customer Success, Account Management, or Implementation
Required Skills: Customer SuccessSaaSAccount ManagementCross-functional collaboration

Bachelor’s degree or equivalent professional experience.
2+ years of experience in Customer Success, Account Management, or Implementation.
Experience in a SaaS or technology environment.
Experience managing multiple customers or priorities simultaneously.
Strong communication and cross-functional collaboration skills.
Experience working with customer stakeholders, such as Legal Ops, Legal, Finance, and IT.
Comfort working in a fast-paced, evolving environment.
Strong understanding of SaaS metrics and how they relate to customer outcomes.
Experience building or improving customer success programs or scalable engagement initiatives.
Experience using customer data or health metrics to drive decisions and identify risk.
Background in legal technology or workflow automation platforms.

Drive customer success across a portfolio, supporting adoption, engagement, retention, and growth.
Lead customer engagement through direct interactions and scalable programs such as webinars and office hours.
Monitor customer health and usage trends to identify risks and opportunities, and take proactive action to drive engagement.
Build relationships with key stakeholders, including Legal Ops, Finance, and IT, and serve as a trusted advisor.
Develop product expertise and guide customers in maximizing the impact of Onit’s solutions.
Coordinate across customer and internal teams to navigate and resolve challenges.
Collaborate with Implementation, Support, Marketing, Product, and Account Management to deliver a seamless customer experience.

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