Customer Success Manager

Summary

Join Ontra, a leading AI legal tech company, as a Customer Success Manager! This role focuses on building and maintaining strong client relationships, managing the customer journey, and resolving issues for our Contract Automation solution. You will collaborate with various teams, oversee account configurations, and contribute to continuous improvement through training and updates. Based in the US (preference for Boston/NYC metro area), this position requires 2+ years of experience in law or customer success, excellent communication, and strong attention to detail. Ontra offers a remote-first work environment, flexible PTO, parental leave, retirement contributions, and various other benefits.

Requirements

• 2+ years working in a law firm or corporate legal department as a lawyer or paralegal, OR 2+ years in customer success, with a preference for backgrounds in law firms, legal tech companies, or B2B SaaS companies focused on asset management or investment banking; background with contracts and legal experience strongly preferred
• 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

• Meet with customers regularly remotely and in person representing Ontra to build and maintain solid relationships and address their needs
• Proactively manage and execute tasks throughout the customer journey to enhance client satisfaction and engagement
• Handle account-specific issues and prepare necessary materials for customer interactions, ensuring efficient meeting execution
• Work with Sales, our lawyer network, Product and other teams to maintain a cohesive and fruitful customer experience
• Monitor and oversee account configurations, such as setting up auto-emails, invoice groups, negotiation preferences, and maintaining saved reports
• Update customer success management tools such as Gainsight, conduct customer call reviews using platforms such as Gong, and perform other related task work
• Participate in status discussions, provide updates to stakeholders within Ontra, and engage in training conversations for continuous improvement

Preferred Qualifications

Candidates based in Boston and the New York City Metropolitan area

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