Customer Success Manager, Enterprise - Unity
Role summary
Onit is seeking a Customer Success Manager, Enterprise - Unity to manage key accounts, driving customer satisfaction, best-practice adoption, and long-term account health. This role is critical for customer retention, expansion, and overall platform success within a portfolio of high-value clients. The ideal candidate will be a proactive, high-impact individual with experience in Customer Success, Account Management, or Implementation, preferably in a SaaS or consulting background, with a strong understanding of SaaS business models and experience working with multiple stakeholders in a startup environment.
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.
- 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.
- 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.
- 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.
- Assists team by helping onboard new hires and interviewing candidates.
- Demonstrates senior-level accountability and sets the bar for technical excellence.
Product Expertise and Adoption
Thought Leadership and Advisor
Operational Excellence
Training & Coaching
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).
- Bachelor's Degree
- Strong understanding of SaaS business models and metrics.
Preferred Qualifications
