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Ontra is built for people who want real ownership from day one in a remote-first environment that’s built to support it.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 doCollaboration: 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 experienceCustomer 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: 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 backgroundsAdaptability 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 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 preferably 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.
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