Remote-First Customer Success Director

Ontra, LLC; Northern (KY); Hybrid; USD 180,000 - 230,000; Full time

Benefits offered by this job

Remote-first culture

Twice yearly team offsites

Flexible time off

Parental leave and benefits

Retirement contributions

Phone/internet reimbursement

Learning & development resources

Medical/Dental/Vision insurance

Job summary

Ontra, a leader in AI-powered private markets solutions, seeks a Customer Success Director in a remote-first environment. You will guide client retention, lawyer management, and Contract Automation success across asset management and financial services sectors.

Reporting to the Managing Director of Customer Success, you will champion customer satisfaction, nurture key relationships, and strive to maximize client outcomes while traveling for in-person meetings as needed.

Qualifications

• 4+ years in a law firm environment preferred or 5+ years in customer-facing financial services roles.
• Excellent written and verbal communication across Zoom, phone, and email with diverse stakeholders.
• Self-starter with adaptability and initiative in a dynamic environment.
• Ability to distill complex technical concepts into digestible client communications.
• Strong attention to detail and accuracy in all tasks.
• Willingness to travel up to twice per quarter for in-person meetings.

Responsibilities

• Collaborate with Customer Success Managers and cross-functionally with sales, product ops, and our Lawyer Network to support CS daily operations.
• Proactively manage the customer journey and onboarding to boost satisfaction and engagement.
• Build and manage relationships with multiple client stakeholders to meet needs via remote and in-person communication.
• Support operations by updating CS tools (Gainsight) and participating in training conversations for improvement.

Skills

Industry experience

Written/verbal communication

Adaptability

Communication skills

Attention to detail

Travel readiness

Job description

Ontra, a leader in AI-powered private markets solutions, seeks a Customer Success Director in a remote-first environment. You will guide client retention, lawyer management, and Contract Automation success across asset management and financial services sectors.

Reporting to the Managing Director of Customer Success, you will champion customer satisfaction, nurture key relationships, and strive to maximize client outcomes while traveling for in-person meetings as needed.