Customer Success Manager
Where we work
Ontra’s hybrid workplace allows for employees to choose their own adventure: remote, in-office, or a blend of both!
Available remote locations: United States (AZ, CA, CO, CT, FL, GA, IL, MA, MD, MN, NC, NJ, NV, NY, OR, PA, TN, TX, UT, VA, WA), Hong Kong, Singapore, United Kingdom.
Current offices: Austin, Chicago, London, New York City, San Francisco.
Please note that we currently hire exclusively in the remote and office locations listed above and select jobs may have more specific location requirements.
For this job we are currently only hiring candidates based in the United States.
About the opportunity
Ontra is seeking a Customer Success Manager reporting to our Lead Customer Success Manager.
This role is a great opportunity to help drive Ontra's efforts to deliver value to its customers through a fund obligation management solution called Insight. As a CSM, you will be responsible for managing the onboarding process for new B2B enterprise-level customers in the financial services industry with a first-of-its-kind SaaS product. You will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with Ontra. Proactive, energetic, and self-driven, you will strive to understand our customers within the financial services industry and work to be a trusted partner so that companies stay and grow with Ontra.
This role is a great opportunity for someone who has an innate ability to communicate with others and an interest in working with B2B enterprise level customers in the financial services industry with a first-of-its-kind SaaS product.
What you’ll do
- Customer onboarding: facilitate a smooth and efficient onboarding process for new enterprise customers including scoping, timeline, budget, training, and consulting on configuration options
- Relationship management: seek to accurately understand and proactively meet customer needs; establish a foundation of trust and partnership in relationships with key customer stakeholders
- Adoption planning: Develop, communicate, and execute adoption plans; consult the customer to meet individual needs and timelines, mitigate potential risks, and align to business priorities
- Process optimization: map out the customer journey and help constantly improve the company’s customer-facing processes
- Measurement and reporting: identify key customer success metrics; track and report on these over time to measure success
What you’ll bring
- Experience: 2+ years in customer success, ideally with B2B enterprise-level clients
- Written/verbal communication: ability to communicate effectively with diverse stakeholders - legal, IT, executives
- Relationship management skills: skill at building rapport with customers and ability to proactively exceed customer expectations
- Teaching skills: expertise in distilling complex technical concepts into digestible customer-facing communication and training
- Attention to detail: immaculate written and verbal communication; typos are spotted from a mile away
- Industry interest: experience with and/or interest in legal contracts, legal technology, or financial services is a plus
About Ontra
Ontra, the global leader in Contract Automation and Intelligence, combines AI-enabled software with a global network of highly-trained lawyers to offer a comprehensive solution for recurring legal workflows. By streamlining repetitive legal processes and transforming contracts into structured data, Ontra lowers costs, improves quality, and reduces turnaround times. Ontra is headquartered in San Francisco, with global operations across North America, Europe, and Asia. Learn more at www.ontra.ai.
Our benefits
- Opportunity to participate in one of Ontra’s unit-based compensation programs
- Medical, dental, and vision insurance base plans at no additional cost
- Employer-sponsored retirement plans
- Hybrid/remote work flexibility & WFH budget (equivalent of $1K USD)
- Annual professional development stipend (equivalent of $2K USD)
- 4 months of parental leave (52 weeks for UK employees)
- Unlimited vacation
- Twice-weekly lunch perk
- And much more!
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 [email protected].
Pay transparency
Ontra publishes salary ranges on our salary board here: http://bit.ly/3UjAOE3, which currently includes estimated annual cash salary ranges for candidates based in Colorado and New York City, in accordance with applicable laws and regulations.
Ontra leverages current market data to determine compensation, so posted figures are subject to change as new market data becomes available.
Ontra factors in your location when benchmarking compensation for most roles. If you are not located in Colorado or New York City and have been selected to participate in our interview process, we encourage you to speak with your recruiter about compensation for the role during an initial conversation.
In addition to cash salary, the total compensation package Ontra offers includes unit-based compensation (if applicable). Certain roles in our sales and account management departments may also be eligible to receive variable compensation or commission.
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.
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