Remote-First Customer Success Director

Ontra, LLC; United States; 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

About Ontra
Ontra is the leader in AI-powered solutions for the private markets. Powered by industry-leading AI, data from over 2 million contracts, and a global network of legal professionals, Ontra automates critical private market workflows across the fund lifecycle. Ontra’s solutions transform unstructured data trapped in static documents into actionable intelligence, enabling firms to accelerate contracts, streamline compliance, and automate entity management. Trusted by more than 1,000 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.

Our Culture
Ontra is built for people who want real ownership from day one in a remote-first environment that’s built to support it. Our customers are sophisticated, and our work reflects that. AI is engrained in how we work, and curiosity about it is part of who we are.

Ontranauts are sharp, genuinely collaborative, and invested in each other's success. They are excellent at what they do and even better to work with. That combination is rare, and we don't take it for granted. Learn more about our values.

For this job we are currently only hiring candidates based in the New York City Metropolitan area.

About the team & opportunity

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

Reporting to our Managing Director of Customer Success, you will serve as a 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 can 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 excellent communication and interpersonal skills, and an interest in working with top private equity firms and asset managers using industry-leading legal solutions. We’re looking for someone excited to champion customer satisfaction, nurture long-lasting relationships, and strategize to maximize client experience.

What you’ll do

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

• Customer Journey Management: Proactively manage and execute tasks throughout the customer journey to enhance client satisfaction and engagement, including facilitating the onboarding process for new customers

• Relationship Management: Manage multiple client stakeholders and establish a foundation of trust and partnership in relationships via remote and in-person communication; accurately understand and proactively meet customer needs

• Operations and Enablement: Update customer success management tools such as Gainsight, conduct customer call reviews using platforms such as Gong, and engage in training conversations for continuous improvement

What you’ll bring

• Industry Experience: 4+ years of experience in a law firm environment is strongly preferred. Candidates with 5+ years of customer-facing experience in the financial services industry will also be considered, ideally with exposure to routine legal contracts such as NDAs, NRLs, vendor agreements, and other similar documents.

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

• Adaptability and Initiative: You have the ability to think about how the contributions of the customer success function impact the company, and are a self-starter with the ability to learn and execute quickly in a dynamic environment

• Communication 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 willing and interested in working from our Midtown Manhattan office several days a week, with potential to travel up to twice per quarter to major U.S. cities to conduct in-person meetings with customers and key contacts

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, Kansas, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, Washington

APAC

Hong Kong

EMEA

United Kingdom

Benefits Snapshot

• Remote-first working policy, with office hubs in 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 learning and development resources, department budgets for professional development, and a 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].

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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.