Manager, Customer Success

Ontra; United States; Remote; USD 115,000 - 173,000; Full time

Job summary

A forward-thinking company is seeking a Manager for their Customer Success team. This role offers the chance to lead a dedicated team, enhance customer engagement, and drive the adoption of innovative SaaS solutions. With a commitment to a remote-first culture, the organization values creativity and collaboration, ensuring that every team member can thrive. This position is perfect for someone passionate about customer success and eager to make a significant impact in a dynamic environment. Join a leader in AI legal tech and help shape the future of customer experiences!

Benefits

Flexible Time Off

Parental Leave

Retirement Contributions

Professional Development Budgets

Insurance Options

Qualifications

• 5+ years in B2B SaaS, ideally in financial services.
• Experience managing a team for 2+ years.
• Strong communication and stakeholder engagement skills.

Responsibilities

• Lead and develop a high-performing Customer Success team.
• Collaborate with various departments to enhance operations.
• Identify improvements to support SaaS products.

Skills

B2B SaaS Support

Team Management

Communication Skills

Coaching and Development

Critical Thinking

Stakeholder Engagement

Organizational Skills

Job description

Join to apply for the Manager, Customer Success role at Ontra.

Ontra is the global leader in AI legal tech for private markets, leveraging industry-leading AI, data from over 1 million contracts, and a global network of legal professionals. Our platform streamlines legal and compliance workflows across the full fund lifecycle, automating contracts, managing obligations, digitizing entities, and surfacing insights. Trusted by more than 800 global firms, including nine of the top ten PEI-ranked firms worldwide, Ontra helps firms focus on their core priorities.

About Our Culture

We are a remote-first company that values connection, ownership, creativity, and collaboration. Our culture promotes belonging, acceptance, and respect for all, with a commitment to inclusion and a fair hiring process. We currently hire candidates based in the United States, preferably in Central or Eastern time zones.

About the Opportunity

We are seeking a Manager, Customer Success to lead our Customer Success team, reporting to the Director of Customer Success. This role involves managing and developing a team of Customer Success Managers focused on adoption, engagement, advocacy, renewal, and expansion of our Insight product. It is an excellent opportunity to support team growth, improve processes, and collaborate across departments.

Responsibilities

• Lead and develop a high-performing team of Customer Success Managers, ensuring goal achievement and handling escalations.
• Hire and train new team members as the team scales.
• Collaborate with Product, Finance, Sales, Revenue Operations, and Legal Partnerships to support daily operations.
• Identify and implement improvements to enhance the CS function and support our SaaS products.
• Attend client meetings in NYC up to four times a year, with additional ad-hoc trips.

Qualifications

• 5+ years supporting B2B SaaS, preferably in financial services, with 2+ years managing a team.
• Strong communication skills, confident expression, and audience adaptation.
• Experience in coaching and developing others.
• Critical thinking and sound judgment.
• Stakeholder engagement skills.
• Curiosity and willingness to explore new ideas.
• Organized, process-oriented, with structured planning skills.

Compensation & Benefits

The base salary ranges from $115,200 to $172,800 USD, with eligibility for equity and potential variable compensation. We offer a remote-first environment, flexible time off, parental leave, retirement contributions, professional development budgets, insurance options, and more.

Locations & Travel

Hiring exclusively in the U.S. (preferably Central/Eastern time zones), with occasional travel for team offsites and client meetings.