Senior Manager, Customer Solutions

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. Due to current and anticipated future business needs, preference will be given to candidates based in the Eastern time zone.
About the team & opportunity
Ontra is seeking a Senior Manager, Customer Solutions reporting to our Senior Vice President, Customer Success.
You will play a pivotal role in supporting Ontra's mission to accelerate legal and commerce. This position is focused on enhancing the customer experience from contract closure through account kickoff, ensuring seamless account configuration, implementation, and professional services scoping. By managing these processes effectively, the Senior Manager, Customer Solutions will ensure that customers immediately recognize and leverage the full value of Ontra's products, setting the stage for sustained growth.
If you are a passionate people leader, love finding new ways to operate efficiently, and have a background in driving key projects, we'd love to get to know you!
What you'll do

• Drive Implementation Excellence: Lead the team and build the processes that ensure seamless integration of Ontra's product solutions for enterprise clients.
• Maintain Project Visibility: Partner with Customer Success leads to provide real-time insights into customer onboarding progress and identify potential areas for improvement.
• Promote Collaboration: Actively lead team meetings, share insights, identify and troubleshoot technical issues, and coach team on how to make decisions quickly and communicate effectively across the organization.
• Enhance Efficiency: Collaborate across Customer Success and Research & Development departments to develop streamlined processes and best practices, utilizing problem-solving skills and creativity to optimize workflows.

What you'll bring

• Experience: 6+ years of experience in customer success, onboarding, and implementation, with at least two years of experience in hiring, managing, and developing full-time employees.
• Industry background: Experience working at a fast-paced technology-focused company required; financial services, fund formation, compliance, or legal industries strongly preferred.
• Time Management: Adept at prioritizing tasks, meeting deadlines, and thriving in a fast-paced, deadline-driven environment.
• Sense of Urgency: Possess a proactive attitude coupled with a keen sense of urgency to drive projects forward and ensure timely completion.
• Analytical Mindset: Demonstrate strong problem-solving abilities with a knack for analyzing complex issues and devising innovative solutions.
• Effective Communication Skills: Exhibit excellent verbal and written communication proficiency, articulating insights clearly and concisely while documenting ideas and proposals accurately.

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Pay transparency
Ontra takes individual candidate location, experience, and skills into consideration when determining compensation. The base pay range is listed below. Additionally, all positions are eligible for unit-based equity grants.
Some positions may be eligible for additional compensation, such as commission or other variable compensation structures, which is not included in the below base pay range.
If you are selected to participate in our interview process, your Talent Acquisition Partner will share more details about the total compensation package for the role.
Base pay range
$124,000 - $186,000 USD
Benefits snapshot

• Remote-first working policy, with options for coworking
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy
• Paid parental leave and parental benefits
• Monthly phone and internet reimbursement
• Company-sponsored LinkedIn Learning accounts, department budgets for professional development, & robust onboarding program
• Various options for medical, dental, and vision insurance

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.
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].
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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