Customer Success Manager, Enterprise - Unity

Position Summary

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.

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
• Strong understanding of SaaS business models and metrics.