Lead Customer Success Manager, EMEA / all genders
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Lead Customer Success Manager EMEA - Develop customer success strategies, identify at-risk customers, and improve processes for Onit's legal tech products.
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Lead Customer Success Manager, EMEA / all genders
Onit
Job Location
CameroonCentral African RepublicComorosCongo, (Kinshasa)Côte d'IvoireCroatiaDenmarkDjiboutiEgyptEquatorial GuineaEritreaEstoniaEthiopiaFaroe IslandsFinlandFranceGabonGambiaGermanyGibraltarGreeceMaltaAlgeriaAndorraAngolaAustriaBahrainBelgiumBeninBotswanaBulgariaBurkina FasoBurundiChadCyprusSaint HelenaSwazilandSwedenSwitzerlandJordanKenyaKuwaitMaliSierra LeoneSlovakiaSloveniaLatviaLebanonLesothoLiberiaLibyaLithuaniaLuxembourgMacedonia, Republic ofNetherlandsNigerNigeriaNorwayPolandQatarRéunionRomaniaRwandaSomaliaSpainSudanSvalbard and Jan Mayen IslandsTanzania, United Republic ofTogoMadagascarOmanMalawiSyrian Arab Republic (Syria)TurkeyUgandaUnited Arab EmiratesBouvet IslandCongo (Brazzaville)Czech RepublicGhanaAlbaniaBelarusGuineaGuinea-BissauLiechtensteinMauritaniaMauritiusMayotteMonacoSouth AfricaUnited KingdomWestern SaharaYemenZambiaZimbabweBosnia and HerzegovinaBritish Indian Ocean TerritoryCape VerdeMoldovaMoroccoMozambiqueNamibiaPortugalRussian FederationTunisiaSan MarinoSaudi ArabiaSenegalSeychellesHoly See (Vatican City State)HungaryIcelandIran, Islamic Republic ofIraqIrelandIsraelItaly
Job Summary
Onit is seeking a Lead Customer Success Manager to join their EMEA team. The successful candidate will work closely with customers, internal stakeholders, and cross-functional teams to ensure customer success and growth. They will become a product expert, identify at-risk customers, and develop best practices to improve processes. With 6-8 years of experience in Customer Success or Account Management, the ideal candidate is highly adaptable, organized, and has excellent communication skills. Onit offers a great atmosphere, attractive salary package, and numerous benefits. The role requires proficiency in German and English, experience with Salesforce and Customer Success tools, and a background in Consulting or Software, particularly Legal Software.
Job title: Lead Customer Success Manager, EMEA / all genders (all genders)
Work location: EMEA / remote with regular business travel (10%)
Who are we, and what do we do?
Onit is a global leader in enterprise workflow software solutions for legal, compliance, sales, IT, HR, and finance departments. With Onit, companies can transform best practices into smarter workflows, better processes, and operational efficiencies. Onit focuses on enterprise legal management, matter management, spend management, contract lifecycle management, and legal holds, transforming how global Fortune 500 companies and corporate legal departments bridge the gap between systems of record and systems of engagement.
Our team is looking for our first Lead Customer Success Manager (all genders) to act as player/coach for a growing team of focused Customer Success program! You will have the unique opportunity to work with multiple legal tech products addressing the toughest challenges of Legal Departments worldwide today. We pride ourselves on being a customer focused organization starting with our implementation process all the way through customer success, renewals, and support.
What You Will Be Doing
- You will become a product expert and help guide our customers in getting the most out of their system
- You will be a problem solver for both our customers and internal stakeholders
- You will assist coaching the EMEA team based on your experience on best practices
- You will proactively identify at risk customers
- You will develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
- You will be working cross functionally with the Implementation, Support, Marketing, Product, Renewals Teams
What You Will Bring to Onit
- You can put yourself in others’ shoes and see situations from perspectives other than your own
- You’re motivated by seeing others succeed and grow when you partner with them, both internal teammates and customers
- You’re highly adaptable, easily acclimating to a rapidly changing business and industry.
- Highly organized, ability to multi-task and exceptionally responsive
- Strong communication and presentation skills, along with an ability to work with a broad range of clients with varying skillsets
- Excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs
- Ability to comfortably engage in conversations related to enterprise-level software and how it’s used to address business requirements
- You are hungry for knowledge. Legal Tech is undergoing a rapid change and you want to learn more!
Requirements
- 6-8 years of professional experience
- 2-3 years experience in Customer Success or Account Management
- Background in Consulting or Software (Legal Software would be a plus)
- Highly proficient German and English speaking based in EMEA timezone
- Experience with Salesforce and Customer Success tools
- Experience working with multiple stakeholders (Legal Ops, Legal, Finance, and IT in our case)
- Bachelor’s degree, Master degree is preferred
We offer you
- The opportunity to develop professionally and personally as fast as we do
- A responsible as well as versatile job in a constantly growing international company
- A great atmosphere in a motivated and highly qualified team with flat hierarchies
- An attractive salary package and numerous benefits like paid parental leave, paid caregiver leave and flex PTO
Is this the career step you are looking for?
Then we look forward to receiving your application, including your salary expectations (short cover letter and resume).
With your application, you agree to the processing of your personal data in accordance with the provisions of the European Data Protection Regulation (EU-DSGVO), insofar as this is necessary for the decision on the establishment of an employment relationship with Onit Inc. / www.onit.com
