Customer Success Manager, Enterprise - Unity
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Role Overview
We are seeking a dedicated and motivated individual for the role of Customer Success Manager, Enterprise - Unity dedicated to managing a book of key accounts.
This position will play a critical role in driving customer satisfaction, best-practice adoption, and long-term account health across Onit’s client relationships.
This role requires a proactive, high-impact individual who excels in aligning internal teams with customer goals, building strong cross-functional partnerships, and cultivating lasting client value.
You will serve as a strategic voice of the customer internally while ensuring the successful retention and growth of key accounts.
Your efforts will directly impact customer experience, renewals, expansion, and overall platform success across a portfolio of high-value clients.
Full Job Posting
Key Responsibilities:
Customer Success and Retention
Owns success strategy for customers in segment, ensuring client satisfaction, retention, and growth.
Identifies risks to customer health, proactively design mitigation strategies, and drive engagement.
Acts as a trusted partner and advocate for accounts, building strong relationships with client stakeholders.
Product Expertise and Adoption
Drives product adoption through scalable programs and training sessions for stakeholders.
Serves as a thought partner and product champion, guiding customers in maximizing value from Onit.
Proactively takes ownership of problem-solving for customers and internal stakeholders.
Thought Leadership and Advisor
Serves as a strategic advisor to customers, providing insights on industry trends, best practices, and emerging optimizations to help them maximize value.
Acts as a trusted thought leader, influencing customer strategy and internal innovation by translating real-world business challenges into actionable product and process recommendations.
Operational Excellence
Develops and shares best practices to improve quality, efficiency, and effectiveness of processes.
Collaborates cross-functionally with internal teams to deliver seamless experiences.
Demonstrates flexibility in supporting scalable programs while maintaining a personalized approach.
Training & Coaching
Assists team by helping onboard new hires and interviewing candidates.
Demonstrates senior-level accountability and sets the bar for technical excellence.
Qualifications and Skills:
Required Qualifications
5+ years of professional experience in Customer Success, Account Management, or Implementation.
Background in Consulting or Software (Legal Software is a plus).
Strong understanding of SaaS business models and metrics.
Startup Experience working within a small Customer Success Org.
Experience working with multiple stakeholders (Legal Ops, Legal, Finance, and IT in our case).
Preferred Qualifications
Bachelor's Degree
About Onit, Inc.
Onit provides enterprise workflow automation and legal operations software, helping corporate legal teams streamline contract management and business processes with AI.
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