Customer Success Manager – Team Lead

About the role

Onit is looking for a seasoned Customer Success Manager to lead a team of Customer Success Managers. In this player‑coach position you will own post‑sales relationships, drive product adoption, and ensure renewal readiness for SMB and Mid‑Market customers.

Key responsibilities

• Manage, coach, and develop a team of Customer Success Managers.
• Oversee onboarding, success planning, QBRs, and renewal activities.
• Leverage offshore or shared resources to improve operational efficiency.
• Drive adoption and utilization of Onit’s AI‑centric legal tech platform.
• Serve as escalation point for customer risks and complex engagements.
• Own aggregate customer health, retention, and renewal readiness.
• Identify expansion opportunities in partnership with Sales and Account Management.
• Ensure consistent application of CS processes, playbooks, and segmentation‑appropriate motions.

Required profile

• 5‑7+ years in Customer Success, Account Management, or related SaaS roles.
• 2+ years of experience managing Customer Success Managers or similar teams.
• Proven ability to drive adoption, retention, and revenue growth.
• Strong cross‑functional collaboration skills with Sales, Product, Support, and Professional Services.

Required skills