Customer Success Manager

Summary

Join Ontra, a leading AI-powered legal technology company, as a Customer Success Manager based in the United Kingdom. You will champion customer satisfaction, nurture relationships, and strategize to maximize client investment returns. This role involves managing the customer journey, resolving issues, collaborating with various teams, and overseeing account configurations. You will need 2+ years of experience in customer success, excellent communication and interpersonal skills, and a detail-oriented approach. Ontra offers a remote-first work policy, paid time off, parental leave, professional development opportunities, and various insurance options.

Requirements

• 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
• Excellent written and verbal communication abilities, essential for effective client interactions and collaborative teamwork
• Highly organized and detail-oriented, capable of managing multiple tasks and projects efficiently
• Strong relationship-building capabilities, with an enjoyment of fostering and maintaining customer relationships
• Self-starter with the ability to learn and execute quickly in a dynamic and agile environment, demonstrating a growth mindset

Responsibilities

• Handle account-specific issues and prepare necessary materials for customer interactions, ensuring efficient meeting execution
• Proactively manage and execute tasks throughout the customer journey to enhance client satisfaction and engagement
• Work with Sales, our lawyer network, Product and other teams to build and expand client relationships and maintain a cohesive customer experience
• Monitor and oversee account configurations, such as setting up auto-emails, invoice groups, and maintaining saved reports
• Update Gainsight, conduct customer call reviews using platforms such as Gong, and perform other related task work
• Participate in status discussions, provide updates to relevant parties, and engage in training conversations for continuous improvement

Preferred Qualifications

Backgrounds in law firms, legal tech companies, or B2B SaaS focused on asset management or investment banking

Benefits

• 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
• 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