Customer Success Manager
Where we work
Our team enjoys hybrid/remote flexibility and we offer employees a generous WFH budget to help create a productive and ergonomic WFH environment. If you are located in a city where we have an office, you are welcome to work from the office on a voluntary basis.
About the opportunity
We are hiring a Customer Success Manager to help drive Ontra's efforts to deliver value to its customers through a fund obligation management solution called Insight. As a CSM, you will be responsible for managing the onboarding process for new B2B enterprise-level customers in the financial services industry with a first-of-its-kind SaaS product. 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 financial services industry and work to be a trusted partner so that companies stay and grow with Ontra.
This role is a great opportunity for someone who has an innate ability to communicate with others and an interest in working with B2B enterprise level customers in the financial services industry with a first-of-its-kind SaaS product.
The Customer Success Manager will report directly to the Lead Customer Success Manager at Ontra. We are open to great candidates in any of the states where we are an employer.*
What you’ll do
- 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: seek to accurately understand and proactively meet customer needs; establish a foundation of trust and partnership in relationships with key customer stakeholders
- Adoption planning: Develop, communicate, and execute adoption plans; consult the customer to meet individual needs and timelines, mitigate potential risks, and align to business priorities
- Process optimization: map out the customer journey and help constantly improve the company’s customer-facing processes
- Measurement and reporting: identify key customer success metrics; track and report on these over time to measure success
What you’ll bring
- Experience: 1+ years in customer success, ideally with B2B enterprise-level clients
- Written/verbal communication: ability to communicate effectively with diverse stakeholders - legal, IT, executives
- Relationship management skills: skill at building rapport with customers and ability to proactively exceed customer expectations
- Teaching skills: expertise in distilling complex technical concepts into digestible customer-facing communication and training
- Attention to detail: immaculate written and verbal communication; typos are spotted from a mile away
- Industry interest: experience with and/or interest in legal contracts, legal technology, or financial services is a plus
About Ontra
Ontra, the global leader in Contract Automation and Intelligence, combines AI-enabled software with a global network of highly-trained lawyers to offer a comprehensive solution for recurring legal workflows. By streamlining repetitive legal processes and transforming contracts into structured data, Ontra lowers costs, improves quality, and reduces turnaround times. Ontra is headquartered in San Francisco, with global operations across North America, Europe, and Asia. We also offer remote work and location flexibility.
Learn more at www.ontra.ai.
Our benefits
- Competitive compensation package (including salary and equity opportunity)
- Remote work flexibility & $1K WFH budget
- $2K annual professional development stipend
- Generous parental leave & other benefits
- Unlimited PTO
- Twice-weekly lunch perk
- And much more!
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 [email protected].
*Where we currently hire
United States
- California (Offices: San Francisco and Los Angeles)
- Washington D.C.
- Connecticut
- Florida
- Georgia
- Illinois
- Massachusetts
- Minnesota
- New Jersey
- Nevada
- New York (Office: New York City)
- Oregon
- Pennsylvania
- Tennessee
- Texas
- Utah
- Virginia
- Washington
The United Kingdom (Office: London)
Hong Kong
Singapore
All persons hired will be required to verify identity and eligibility to work in the location where they are hired and must complete required employment eligibility verification upon hire.
NOTE to External Agencies: We are not accepting any blind submissions or resumes/CVs from recruitment agencies. Any candidates sent to a member of Ontra will NOT be accepted or considered as a submission without a signed agreement in place.
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