SecureDocs is great, Onit is not - Implementation Manager Onit Employee Review

Pros Onit provides strong exposure to complex SaaS sales and account management. Employees can gain experience across renewals, expansions, pricing negotiations, legal redlines, executive relationships, implementation challenges, and cross-functional collaboration. The product portfolio also creates multiple opportunities to grow accounts, and the role can help someone build valuable enterprise-level commercial skills. There is a high level of ownership, and successful employees can develop strong judgment around customer retention, negotiation, and revenue strategy. The company can be a good place for someone looking to transition into legal technology or build a stronger background in recurring-revenue SaaS.

A significant amount of responsibility can fall on the CSE, including resolving issues tied to implementation, support, billing, contracts, previous account management, and internal communication. Salespeople may find themselves managing customer frustration caused by issues they did not create. Internal processes can sometimes create unnecessary risk. Contract corrections, unclear ownership, pricing restrictions, inconsistent communication, and limited visibility into product roadmaps can make customer conversations more difficult than they need to be. The role can also feel like a combination of sales, customer success, project management, and account operations. Employees are often caught between advocating for the customer and protecting company revenue, which can create a high level of pressure. Base compensation may not always feel aligned with the complexity of the role, particularly when the position requires enterprise-level negotiation and extensive cross-functional coordination.

The people are talented, collaborative, and genuinely care about customers. There are some strong products and good market potential. Many employees work incredibly hard despite challenging circumstances.

The company has struggled to adapt to changing market conditions. Pricing remains significantly above competitors, yet sales quotas continue to be based on historical pricing assumptions. Asking sales teams to deliver the same revenue targets while deals require substantially deeper discounts is unrealistic and creates unnecessary turnover. Product strategy also lacks focus. Rather than investing in making core products best-in-class, the company continues introducing new offerings before existing products have reached the level of maturity customers expect. This has resulted in a broad portfolio that often feels like a jack of all trades but master of none. The organization tends to be reactive instead of proactive. Market changes are addressed after competitors have already moved, making it difficult to establish a clear competitive advantage. Frequent reorganizations have become the norm, creating uncertainty and resulting in talented colleagues losing their jobs. Instead of solving underlying strategic issues, the reorganizations often feel like short-term responses that disrupt employees and customers alike.