Manager, Customer Success

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: 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, with a preference for candidates in Central or Eastern time zones.
About the opportunity
Ontra is seeking a Manager, Customer Success to join its growing Customer Success (CS) team.
Reporting to the Senior Manager, Customer Success, this person will lead and develop a team of global Customer Success Managers who are responsible for adoption, engagement, advocacy, renewal, and expansion efforts for our Insight product. This role is a great opportunity for someone looking to support Ontra's efforts to build and maintain a high-performing team while improving processes and owning cross-functional work to support the daily operations of the CS function.
If you have experience managing a CS team within the B2B SaaS space, particularly within the financial services industry, we'd love to get to know you!
What you'll do

• Lead a team of high-performing Customer Success Managers, ensuring they are hitting both individual and team goals, and serving as point of escalation for any ongoing issues
• Hire and train new Customer Success Managers as the team continues to scale
• Collaborate with Product, Finance, Sales, Revenue Operations, and Legal Partnerships to support the day-to-day operations of the CS team
• Identify opportunities to improve and evolve the CS function in an effort to better support our growing Insight product

What you'll bring

• Experience : 4+ years in a Customer Success role supporting a B2B SaaS product, ideally within the financial services industry
• Leadership : 2+ years of experience managing a team, including hiring and training new team members
• Strong Communicator : has the ability to express oneself clearly, confidently, and appropriately in various contexts and with diverse audiences
• Critical Thinking : Goes beyond surface-level understanding and engages in deep, logical, and rational thinking to form well-reasoned judgments and make informed decisions
• Stakeholder Savvy : possesses a deep understanding of the importance of stakeholders in a project and actively works to build positive relationships and engage with them effectively
• Naturally Curious : Asks questions and seeks out new information, often delving deeper into a subject to gain a more complete understanding; willing to consider different perspectives (even if they don't align with their own)
• Organized and process-oriented : Ability to break down complex projects into smaller, manageable tasks, and create a structured plan with clear timelines and milestones; prioritizes systematic approaches, efficiency, and consistency in their work

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 reimbursement (equivalent of $500 USD)
• Annual professional development allowance (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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