Senior 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
We are hiring a Senior Customer Success Manager to help drive Ontra's efforts to deliver value to its customers through a fund obligation management solution called Insight. As a Senior 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. You have excellent communication and interpersonal skills, and the ability to present to clients with sophisticated legal and financial knowledge. As a Senior CSM, you will also 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.
The Senior Customer Success Manager will report directly to the Lead Customer Success Manager at Ontra.
What you’ll do
- Customer onboarding: Efficiently manage complex onboarding processes and navigate multiple internal and external stakeholders to facilitate a smooth onboarding experience for new customers.
- Relationship management: Manage multiple client stakeholders and establish a foundation of trust and partnership in relationships; seek to accurately understand and proactively meet customer needs.
- 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.
- Account Growth: Identify and drive up-sell and cross-sell opportunities; relentlessly focus on renewals.
- 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: 3+ years in customer success, with B2B enterprise-level clients
- Industry interest: background in financial services and/or fintech experience strongly preferred, with an interest in legal technology
- 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
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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