Remote-First Customer Success Director, Contract Automation

Ontra; United States; On-site; USD 123,000 - 173,000; Full time

Benefits offered by this job

Remote-first policy

Twice yearly team offsites

Paid flexible time off

Paid parental leave

Retirement contributions

Phone and internet reimbursement

Learning and development resources

Job summary

Ontra is seeking a Customer Success Director to join its 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 positive business outcomes throughout the partnership. The ideal candidate has exceptional communication, relationship-building skills, and a track record with private equity firms and asset

Qualifications

• 4+ years of experience in a law firm environment preferred.
• Customer-facing experience in financial services acceptable, especially with legal contracts.
• Excellent written and verbal communication with diverse stakeholders.
• Self-starter who can learn quickly in a dynamic environment.
• Willingness to travel up to twice per quarter for in-person meetings.

Responsibilities

• Collaborate with Customer Success, Sales, Product Operations, and the Lawyer Network to support day-to-day CS operations and ensure a seamless customer experience.
• Proactively manage the customer journey, including onboarding and ongoing engagement to maximize client satisfaction.
• Build and maintain relationships with multiple client stakeholders, both remotely and in-person.
• Update tools like Gainsight; conduct reviews with Gong; contribute to training conversations for continuous improvement.

Skills

Law firm experience

Communication

Adaptability

Attention to detail

Travel willingness

Job description

Ontra is seeking a Customer Success Director to join its 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 positive business outcomes throughout the partnership. The ideal candidate has exceptional communication, relationship-building skills, and a track record with private equity firms and asset