Customer Success Manager

Summary

Join Ontra, a leading AI legal tech company, as a Customer Success Manager! Based in the US, you'll champion customer satisfaction, build relationships, and strategize to maximize client ROI. You'll onboard new customers, manage their journey, and collaborate with various teams to resolve issues. This role requires 2+ years of customer success experience, excellent communication, and attention to detail. 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
• Ability to think about the business at large and how your contributions impact the company

Responsibilities

• Efficiently facilitate the onboarding process for new customers joining the low-touch program, ensuring a smooth transition
• 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
• Effectively manage and execute tasks throughout the customer journey to enhance the customer experience and engagement
• Work closely with Sales, the Legal Network, and Product Operations to address and resolve any issues pertaining to lawyers on staffed accounts
• 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
• Engage in status discussions, collaborate with fellow customer success managers and Customer Success leadership, and contribute to training and ongoing enablement development initiatives

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