Customer Success Manager

Summary

Join Ontra, a global leader in AI legal tech, as a Customer Success Manager based in Hong Kong. You will champion customer satisfaction, nurture relationships, and strategize to maximize client investment returns for our Contract Automation solution. This role involves managing the customer journey, collaborating with various teams, and overseeing account configurations. You will need 2+ years of experience in a law firm or corporate legal department or in customer success, excellent communication skills, and a detail-oriented approach. Ontra offers a remote-first work policy, paid time off, parental leave, retirement contributions, and various other benefits.

Requirements

• 2+ years working in a law firm or corporate legal department as a lawyer, trainee or paralegal, OR 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

Background with contracts and legal experience

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
• 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