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About OntraOntra 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 CultureOntra 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.About the team & opportunityOntra is seeking a Senior Customer Success Manager to join its growing Investment Banking team!Reporting to our Managing Director of Customer Success, you will serve as a subject matter expert in customer retention, lawyer management, and growth within our Investment Banking vertical. 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 investment banking industry and work to be a trusted solutions-based partner so that customers stay and grow with Ontra.This is a great opportunity for someone with excellent communication and interpersonal skills, and an interest in working with top investment banks 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 doCollaboration: Work closely with other Customer Success Managers and cross-functionally with Customer Success, Sales, our Lawyer Network, and Product Operations to enhance customer relationships, support the day-to-day operations of the Customer Success team, and address account-specific challengesCustomer journey management: Proactively manage and execute tasks throughout the customer journey to enhance client satisfaction and engagement, including facilitating the onboarding process for new customersRelationship 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 needsOperations 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 improvementWhat you'll bringIndustry Experience: 3+ years of experience in an investment banking environment or law firm is strongly preferred. Candidates with 4+ years of customer-facing experience in the financial services industry will also be considered, ideally with exposure to non-disclosure agreements and other routine deal-related documentation.Written/verbal communication: You can communicate effectively in person, over Zoom and the phone, and via email with diverse stakeholders from a variety of backgroundsAdaptability and Initiative: You 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 environmentCommunication skills: You are an expert at distilling complex technical concepts into digestible language for customer-facing communication and trainingAttention to detail: You have a keen ability to notice even the smallest errors and are committed to ensuring accuracy and precision in everything you doInterest in in-person connection: You are willing and able to travel up to twice per quarter to major U.S. cities to conduct in-person meetings with customers and key contactsBenefits SnapshotRemote-first working policy, with office hubs in NYC, Santa Barbara, and LondonTwice yearly team offsites for in-person collaborationPaid flexible time off policyPaid parental leave and benefitsEmployer-supported retirement contributions, varying by countryMonthly phone and internet reimbursementCompany-sponsored learning and development resources, department budgets for professional development, and a robust onboarding programVarious options for medical, dental, and vision insuranceTravelOccasional 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.InclusivityOntra 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 people@ontra.ai.
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