SMB Customer Success Manager, ContractWorks

About Onit:  We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions. We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech. If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you. Position Summary We are seeking a Customer Success Manager to support a diverse portfolio of customers and drive strong customer outcomes across adoption, engagement, and long-term success. This role plays a critical part in delivering value by combining customer engagement, data-driven insights, and cross-functional collaboration. You will work closely with customers and internal teams to ensure a seamless experience while helping customers maximize the value of Onit’s solutions. Key Responsibilities:

• Drive customer success across a portfolio of customers, supporting adoption, engagement, retention, and growth
• Lead customer engagement through a mix of direct interactions and scalable programs (e.g., webinars and office hours)
• Monitor customer health and usage trends to identify risk and opportunity, and take proactive action to drive engagement
• Build strong relationships with key stakeholders (e.g., Legal Ops, Finance, IT) and serve as a trusted advisor
• Develop product expertise and guide customers to maximize the impact of Onit’s solutions
• Partner effectively within a team environment to ensure consistent, high-quality customer experiences
• Navigate and resolve challenges by coordinating across customer and internal teams
• Collaborate cross-functionally with Implementation, Support, Marketing, Product, and Account Management to deliver a seamless customer experience

Required Skills:

Required Qualifications

• 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 (e.g., Legal Ops, Legal, Finance, and IT)
• Comfortable working in a fast-paced, evolving environment

Preferred Qualifications

• 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

At Onit, we’re committed to offering fair and competitive compensation. In addition to base pay, associates are eligible for an annual discretionary bonus. The final base salary you receive will reflect factors such as your skills, education, experience, and work location. Benefits & Perks That Support You: Onit offers a comprehensive total rewards package designed to support the whole employee at work and beyond: Health Coverage Choices: Three medical plan options, plus dental and vision, so you can choose what fits best.  Employees on our HDHP plan also receive employer contribution to the HSA. Retirement Savings: 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions. Time Away: Flexible paid time off, 7 sick days, and 9 paid company holidays annually. Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers.  Onit also offers surrogacy and adoption reimbursement. Income Protection: 100% employer-paid life and disability insurance. Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident, and even pet insurance. Tax-Advantaged Accounts: Healthcare FSA, HSA, and dependent care FSA. Community Engagement: One paid volunteer day each year to give back to the community. Our Commitment to Applicants We know that not everyone will check every box in a job description. At Onit, we value diversity, inclusion, and authenticity. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply. You may be exactly who we’re looking for. This position will remain open for applications for 7 calendar days from the posting date.