[Hiring] Customer Success Director @Ontra

Role Description

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 do

• Collaboration: 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 experience.
• Customer Journey Management: Proactively manage and execute tasks throughout the customer journey to enhance client satisfaction and engagement, including facilitating the onboarding process for new customers.
• Relationship 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 needs.
• Operations 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 improvement.

Qualifications

• 4+ years of experience in a law firm environment is strongly preferred.
• 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.
• You can communicate effectively in person, over Zoom and the phone, and via email with diverse stakeholders from a variety of backgrounds.
• 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 environment.
• You are an expert at distilling complex technical concepts into digestible language for customer-facing communication and training.
• You have a keen ability to notice even the smallest errors and are committed to ensuring accuracy and precision in everything you do.
• 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 contacts.

Benefits

• Remote-first working policy, with office hubs in 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 learning and development resources, department budgets for professional development, and a robust onboarding program.
• Various options for medical, dental, and vision insurance.