Customer Success Manager

Ontra is a remote-first company, with access to coworking spaces and offices in a few key cities for employees who may prefer in-person working options. We value connection, investing in opportunities for in-person and virtual gatherings with your Ontra colleagues. 

We currently are able to hire exclusively in the locations listed below. Select jobs may have more specific location requirements due to business needs.

United States
Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington 

APAC
Hong Kong, Singapore 

EMEA
United Kingdom

For this job we are currently only hiring candidates based in the United States.

About the team & opportunity

Ontra is seeking a Customer Success Manager to join its growing Contract Automation team!

Reporting to our Managing Director of Customer Success, you will serve as subject matter expert in customer retention, lawyer management, and Ontra’s Contract Automation solution. You will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with Ontra. Proactive, energetic, and self-driven, you will strive to understand our customers within the asset management and financial services industries and work to be a trusted solutions-based partner so that customers stay and grow with Ontra.

This is a great opportunity for someone who has an innate ability to communicate with others, and an interest in working with top private equity firms and asset managers using industry-leading legal solutions. 

What you’ll do

• Collaboration: Work cross-functionally with teams including sales, product operations, as well as our Lawyer Network, to support the day-to-day operations of the CS team and ensure a seamless customer experience

• Customer onboarding: facilitate a smooth and efficient onboarding process for new enterprise customers including scoping, timeline, budget, training, and consulting on configuration options

• Relationship management: Manage multiple client stakeholders and establish a foundation of trust and partnership in relationships; seek to accurately understand and proactively meet customer needs

• Problem Solving: Independently drive the resolution of complex problems to ensure a flawless process execution that will increase customer satisfaction

What you’ll bring

• Industry Experience: 2+ years in customer success, with a preference working in law firms or B2B, enterprise level clients, ideally in the legal industry of financial services space working closely with routine legal contracts

• Written/verbal communication: You can communicate effectively in person, over the phone, and via email with diverse stakeholders from a variety of backgrounds

• Growth mindset: You have the ability to think about the business at large and how the contributions of the customer success function impact the company

• Presentation skills: You are an expert at distilling complex technical concepts into digestible language for customer-facing communication and training

• Attention to detail: You have a keen ability to notice even the smallest errors and are committed to ensuring accuracy and precision in everything you do

• Interest in in-person connection: You are preferably willing and able to travel up to twice per quarter to major U.S. cities to conduct in-person meetings with customers and key contacts

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Pay transparency

Ontra takes individual candidate location, experience, and skills into consideration when determining compensation. The base pay range is listed below. Additionally, all positions are eligible for unit-based equity grants.

Some positions may be eligible for additional compensation, such as commission or other variable compensation structures, which is not included in the below base pay range.

If you are selected to participate in our interview process, your Talent Acquisition Partner will share more details about the total compensation package for the role.

Base pay range

$80,000—$112,000 USD

Benefits snapshot

• Remote-first working policy, with options for coworking

• Twice yearly team offsites for in-person collaboration

• Paid flexible time off policy

• Paid parental leave and parental benefits

• Monthly phone and internet reimbursement  

• Company-sponsored LinkedIn Learning accounts, department budgets for professional development, & robust onboarding program

• Various options for medical, dental, and vision insurance 

About Ontra

Ontra is the global leader in Contract Automation and Intelligence for private asset management firms. The Ontra platform combines AI-enabled software with a worldwide network of highly trained lawyers to modernize recurring legal workflows. Ontra’s solutions improve all aspects of the contract lifecycle — from negotiating and processing routine contracts to tracking obligations in complex agreements. Ultimately, Ontra reduces the time, expense, and risk associated with contract management, freeing its customers to focus on other strategic priorities.

Inclusivity

Ontra is committed to the full inclusion of all qualified individuals. As part of this commitment, Ontra will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact talent@ontra.ai.

Personnel Privacy Notice: https://bit.ly/46lVT74

Note on Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location.
Note to External Agencies: We are not accepting any blind submissions or resumes/CVs from recruitment agencies. Any candidates sent to Ontra will NOT be accepted or considered as a submission without a signed agreement in place.

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