Customer Success Manager

Ontra is a remote-first company, with access to coworking spaces and offices in a few key cities for employees who may prefer in-person working options. We value connection, investing in opportunities for in-person and virtual gatherings with your Ontra colleagues.
We currently are able to hire exclusively in the locations listed below. Select jobs may have more specific location requirements due to business needs.
United States
Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington
APAC
Hong Kong, Singapore
EMEA
United Kingdom
For this job we are currently only hiring candidates based in the United States .
About the opportunity
Ontra is seeking a Customer Success Manager to join its growing Insight team!
Reporting to our Manager, Customer Success, you will be responsible for managing the onboarding process for new B2B customers in the financial services industry with a first-of-its-kind SaaS product, Insight. 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 experience implementing SaaS solutions and is looking to grow their career within the financial services space.
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 having worked with B2B, enterprise-level clients in the financial services space
• Written/verbal communication: You can communicate effectively in person, over the phone, and via email with diverse stakeholders from a variety of backgrounds
• Relationship management skills: You easily build rapport with customers and frequently exceed their expectations, going above and beyond regularly
• Presentation skills: You are an expert at distilling complex technical concepts into digestible language for customer-facing communication and training
• Attention to detail: You have a keen ability to notice even the smallest errors and are committed to ensuring accuracy and precision in everything you do
• Industry interest: Experience with and/or interest in legal contracts, legal technology, or financial services is a plus

About Ontra
Ontra is the global leader in Contract Automation and Intelligence for private asset management firms. The Ontra platform combines AI-enabled software with a worldwide network of highly trained lawyers to modernize recurring legal workflows. Ontra's solutions improve all aspects of the contract lifecycle - from negotiating and processing routine contracts to tracking obligations in complex agreements. Ultimately, Ontra reduces the time, expense, and risk associated with contract management, freeing its customers to focus on other strategic priorities.
Our benefits

• Opportunity to participate in Ontra's unit-based compensation program
• Medical, dental, and vision insurance base plans at no additional cost
• Employer-sponsored retirement plans
• Monthly phone and internet reimbursement (equivalent of $100 USD)
• Annual professional development reimbursement (equivalent of $2K USD)
• 4 months (16 weeks) of parental leave
• Unlimited paid time off
• Twice-weekly lunch perk

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 factors in your location when benchmarking compensation for most roles. If you 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.
Personnel Privacy Notice: https://bit.ly/46lVT74
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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