Customer Success Operations Analyst

About Onit
We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.

We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech.
If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you.

Position Summary

We are seeking a high-ownership Customer Success Operations Analyst to support and improve the operational workflows that power our global Customer Success organization.
This role begins with primary ownership of Planhat and focuses on translating defined business requirements into structured workflows, dashboards, and execution processes. The analyst will ensure operational clarity, reliable reporting, and accurate data across the customer lifecycle.
Over time, this role will expand to additional platforms such as Kantata and Service Cloud, aligning tools and processes as the organization scales.
This is a hands-on role suited for a driven operations professional who values accountability, responsiveness, and continuous improvement.

Key Responsibilities :
• Own and execute the operational workflows that support the Customer Success organization.
• Translate defined business and process requirements into configured workflows, automations, and reporting structures within our Customer Success Platform (PlanHat).
• Serve as the end-to-end owner of the tool (Planhat). Specifically, “managing, configuration, and optimization.
• Build and maintain dashboards that provide visibility into customer health, performance metrics, and team activity.
• Ensure operational data is accurate, organized, and reliable for decision-making.
• Work directly with stakeholders to understand their challenges and provide solutions.
• Expand into Kantata administration as operational scope grows.
• Operate with strong ownership and proactive communication, acknowledging requests promptly and providing clear timelines.
• Deliver work accurately and reliably, minimizing rework and delays.

Required Qualifications :
• 4–6 years of experience in Customer Success Operations, Business Operations, Revenue Operations, or similar roles within a SaaS environment.
• Experience translating defined business requirements into structured workflows, automations, or reporting within a system.
• Experience building dashboards or operational reports within business tools.
• Demonstrated ability to learn new systems quickly and independently.
• Strong attention to detail and commitment to high-quality execution.
• Clear, professional English communication skills.
• Proven track record of ownership, reliability, and proactive follow-through in fast-paced environments.

Preferred Qualifications :
• Hands-on experience configuring business platforms (e.g., CRM, Customer Success, revenue, or project management tools), including workflows, automations, reporting, and data management.
• Experience with Customer Success platforms such as Planhat or Gainsight.
• Experience with Salesforce, Exposure to project/resource management tools such as Kantata.
• Experience supporting Customer Success or Customer Experience teams.

Benefits & Perks That Support You:
Onit offers a comprehensive total rewards package designed to support the whole employee at work and beyond:
Health Coverage: Employee and immediate family members.
Time Away: Flexible paid time off and 10 company paid holidays annually.
Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers. Onit also offers surrogacy and adoption reimbursement.
Income Protection: 100% employer-paid life and disability insurance.
Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident, and even pet insurance.
Tax-Advantaged Accounts: Flexi, NPS.
Community Engagement: One paid volunteer day each year to give back to the community.

Our Commitment to Applicants
We know that not everyone will check every box in a job description. At Onit, we value diversity, inclusion, and authenticity. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply. You may be exactly who we’re looking for.

Onit Values
Customer First - Customer success is our success. We deliver value, listen, and act on customer needs.
Purposeful Innovation - Innovation fuels our growth. We harness creativity to solve problems and lead with the intentions and expertise.
Win as One - Teamwork is how we win. We are accountable, act with integrity, and communicate openly.
Intentional Growth - Our people are the difference. We create an environment with compelling work, impactful contributions, and career growth.