Mid-Market Customer Success Manager
Remote · United States
Job Summary
Own the full post-sale customer lifecycle for a portfolio of ~60 mid-market accounts as the primary contact and trusted advisor. Develop deep expertise in OnitX to guide customers toward outcomes that solve their most pressing legal operations challenges. Proactively monitor account health, identify at-risk customers, and execute mitigation plans before issues escalate. Conduct regular business reviews to align on customer goals, demonstrate value, and surface expansion opportunities. Partner with the Renewals team to support on-time renewals and reduce churn within your portfolio. Collaborate cross-functionally to advocate for customer needs and share feedback with Product and Implementation teams. Develop and share best practices across the CS org to continuously improve efficiency and effectiveness.
Required Qualifications
- Bachelor's degree preferred
- 4+ years of experience in Customer Success, Account Management, Consulting, or other customer-facing role (e.g., legal operations, vendor management, legal analyst, or customer success)
- Experience managing high-volume account portfolios with minimal oversight
- Experience navigating complex stakeholder environments (Legal Ops, Legal, Finance, IT)
- Familiarity with Salesforce and CS platforms (Gainsight, ChurnZero, or similar)
- Background in SaaS or legal technology a strong plus
- Comfortable working in a scaling organization where processes are still being built
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