About Ontra
Ontra is the global leader in AI legal tech for private markets. Powered by industry-leading AI, data from 1M+ contracts, and a global network of legal professionals, Ontra’s private markets technology platform streamlines and optimizes critical legal and compliance workflows across the full fund lifecycle. Ontra’s purpose-built solutions automate contracts, streamline obligation management, digitize entity management, and surface insights. Trusted by more than 800 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 to them.

Our Culture
Ontra is a remote-first company that values the power of connection. We find innovative ways to stay connected, both virtually and in person. By promoting ownership, inspiring creativity, and championing collaboration, Ontra enables you to shape your impact and growth. Our commitment to innovation extends beyond our technology; it’s embedded in our culture, and AI plays a crucial role in everything we do.

Our culture is one where belonging is the cornerstone of every interaction, rooted in acceptance and respect for all. Our commitment to inclusion begins at the application process, ensuring a fair and equitable hiring experience that values the unique contributions you bring from day one.

About the Role

Ontra is seeking a Customer Success Manager reporting to our Team Lead, Customer Success.

For this job, we are currently only hiring candidates based in the United States. For more information on where we employ, please see below.

We’re looking for someone excited to champion customer satisfaction, nurture long-lasting relationships, and strategize to maximize client investment returns. In the Customer Success Manager role, you will work with clients of our Contract Automation solution, supporting our fast-growing emerging accounts program.

If you are a detail-oriented self-starter with excellent communication and interpersonal skills, thrive in fast-paced environments, possess a growth mindset, and have a knack for building strategic relationships, we’d love to get to know you!

What You’ll Do

Onboarding Facilitation: Efficiently facilitate the onboarding process for new customers joining the low-touch program, ensuring a smooth transition.
Customer Activities: Prepare customer materials, conduct bi-annual check-ins and executive business reviews, fulfill data requests, and manage account configuration tasks such as setting up auto-emails and maintaining invoice groups and saved reports.
Customer Journey Management: Effectively manage and execute tasks throughout the customer journey to enhance the customer experience and engagement.
Collaborative Problem-Solving: Work closely with Sales, the Legal Network, and Product Operations to address and resolve any issues pertaining to lawyers on staffed accounts.
Operations Management: Perform operational tasks such as CRM updates in Gainsight, conducting customer call reviews through Gong when applicable, and engaging in various related responsibilities to ensure scalability and customer engagement.
Teamwork and Collaboration: Engage in status discussions, collaborate with fellow customer success managers and Customer Success leadership, and contribute to training and ongoing enablement development initiatives.

What You’ll Bring

Experience: 2+ years in customer success, with a preference for backgrounds in law firms, legal tech companies, or B2B SaaS focused on asset management or investment banking.
Communication Skills: Excellent written and verbal communication abilities, essential for effective client interactions and collaborative teamwork.
Attention to detail: Highly organized and detail-oriented, capable of managing multiple tasks and projects efficiently.
Interpersonal Skills: Strong relationship-building capabilities, with an enjoyment of fostering and maintaining customer relationships.
Adaptability and Initiative: Self-starter with the ability to learn and execute quickly in a dynamic and agile environment, demonstrating a growth mindset.
Growth mindset: ability to think about the business at large and how your contributions impact the company

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

$76,800—$107,200 USD

Hiring Locations
We currently 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

Benefits Snapshot

Remote-first working policy, with office hubs in SF, NYC, Santa Barbara, and London
Twice yearly team offsites for in-person collaboration
Paid flexible time off policy
Paid parental leave and benefits
Employer-supported retirement contributions, varying by country
Monthly phone and internet reimbursement
Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
Various options for medical, dental, and vision insurance

Travel
Occasional 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.

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: View here.

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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Customer Success Manager

Ontra

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