Customer Success Manager

Ontra; United Kingdom; Remote; GBP 40,000 - 55,000; Full time

Job summary

Ontra is seeking a Customer Success Manager to enhance client relations and streamline the onboarding process for their Contract Automation solution. The ideal candidate will have a background in customer success, excellent communication skills, and a detail-oriented approach, thriving in a dynamic environment. As a remote-first company, Ontra promotes innovation and collaboration, focusing on customer satisfaction and engagement.

Benefits

Remote-first working policy

Paid flexible time off policy

Employer-supported retirement contributions

Paid parental leave and benefits

Company-sponsored professional development

Qualifications

• 2+ years in customer success, preferably in legal tech or B2B SaaS.
• Excellent communication and interpersonal skills.
• Detail-oriented and organized.

Responsibilities

• Facilitate onboarding for new customers and manage customer journey.
• Prepare materials and conduct business reviews.
• Collaborate with Sales and Product Operations to resolve client issues.

Skills

Communication Skills

Attention to detail

Interpersonal Skills

Adaptability

Job description

Join to apply for the Customer Success Manager role at Ontra

Join to apply for the Customer Success Manager role at Ontra

About Ontra

Ontra is the global leader in AI legal tech for private markets. Powered by industry-leading AI, data from 1M+ contracts, and a global network of legal professionals, Ontra's private markets technology platform streamlines and optimizes critical legal and compliance workflows across the full fund lifecycle. Ontra’s purpose-built solutions automate contracts, streamline obligation management, digitize entity management, and surface insights. Trusted by more than 800 global GPs, investment banks, law firms, and advisors - including nine of the top ten PEI-ranked firms worldwide - Ontra helps firms focus on what’s important to them.

About Ontra

Ontra is the global leader in AI legal tech for private markets. Powered by industry-leading AI, data from 1M+ contracts, and a global network of legal professionals, Ontra's private markets technology platform streamlines and optimizes critical legal and compliance workflows across the full fund lifecycle. Ontra’s purpose-built solutions automate contracts, streamline obligation management, digitize entity management, and surface insights. Trusted by more than 800 global GPs, investment banks, law firms, and advisors - including nine of the top ten PEI-ranked firms worldwide - Ontra helps firms focus on what’s important to them.

Our Culture

Ontra is a remote-first company that values the power of connection. We find innovative ways to stay connected, both virtually and in person. By promoting ownership, inspiring creativity, and championing collaboration, Ontra enables you to shape your impact and growth. Our commitment to innovation extends beyond our technology; it’s embedded in our culture, and AI plays a crucial role in everything we do.

Our culture is one where belonging is the cornerstone of every interaction, rooted in acceptance and respect for all. Our commitment to inclusion begins at the application process, ensuring a fair and equitable hiring experience that values the unique contributions you bring from day one.

For this job, we are currently only hiring candidates based in the East Coast or UK. For more information on where we employ, please see below.

About the Role:

Ontra is seeking a Customer Success Manager reporting to our Manager, Customer Success.

We’re looking for someone excited to champion customer satisfaction, nurture long-lasting relationships, and strategize to maximize client investment returns. In the Customer Success Manager role, you will work with clients of our Contract Automation solution, supporting our fast-growing emerging accounts program.

If you are a detail-oriented self-starter with excellent communication and interpersonal skills, thrive in fast-paced environments, possess a growth mindset, and have a knack for building strategic relationships, we’d love to get to know you!

What You’ll Do:

• Onboarding Facilitation: Efficiently facilitate the onboarding process for new customers joining the low-touch program, ensuring a smooth transition.
• Customer Activities: Prepare customer materials, conduct bi-annual check-ins and executive business reviews, fulfill data requests, and manage account configuration tasks such as setting up auto-emails and maintaining invoice groups and saved reports.
• Customer Journey Management: Effectively manage and execute tasks throughout the customer journey to enhance the customer experience and engagement.
• Collaborative Problem-Solving: Work closely with Sales, the Legal Network, and Product Operations to address and resolve any issues pertaining to lawyers on staffed accounts.
• Operations Management: Perform operational tasks such as CRM updates in Gainsight, conducting customer call reviews through Gong when applicable, and engaging in various related responsibilities to ensure scalability and customer engagement.
• Teamwork and Collaboration: Engage in status discussions, collaborate with fellow customer success managers and Customer Success leadership, and contribute to training and ongoing enablement development initiatives.
  
  
  

What You’ll Bring:

• Experience: 2+ years in customer success, with a preference for backgrounds in law firms, legal tech companies, or B2B SaaS focused on asset management or investment banking.
• Communication Skills: Excellent written and verbal communication abilities, essential for effective client interactions and collaborative teamwork.
• Attention to detail: Highly organized and detail-oriented, capable of managing multiple tasks and projects efficiently.
• Interpersonal Skills: Strong relationship-building capabilities, with an enjoyment of fostering and maintaining customer relationships.
• Adaptability and Initiative: Self-starter with the ability to learn and execute quickly in a dynamic and agile environment, demonstrating a growth mindset.
• Growth mindset: Ability to see effort as a means of improving.
  
  
  

Hiring Locations

We currently 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, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington

APAC

Hong Kong

EMEA

United Kingdom

Benefits Snapshot

• Remote-first working policy, with office hubs in SF, NYC, Santa Barbara, and London
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy
• Paid parental leave and benefits
• Employer-supported retirement contributions, varying by country
• Monthly phone and internet reimbursement
• Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
• Various options for medical, dental, and vision insurance
  
  
  

Travel

Occasional travel is required for Ontra employees, including typically at least twice per year to attend team and larger group off-sites for in-person collaboration. For some roles, additional travel may be required based on the requirements of the role and business need.

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 [e-mail].

Personnel Privacy Notice: View here.

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.

#BI-Remote

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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