Customer Success Manager

Summary

Join Ontra, a leading AI legal tech company, as a Customer Success Manager, Investment Banking! Based in the US, you will enhance customer relationships, maximize investment value, and drive customer retention within our Investment Banking vertical. You will conduct daily customer success activities, manage accounts, collaborate cross-functionally, and monitor customer progress. This role requires 2+ years of experience in customer success, business development, or account management, along with strong communication and organizational skills. Ontra offers a remote-first work policy, paid time off, parental leave, retirement contributions, professional development opportunities, and various insurance options.

Requirements

• 2+ years of experience in customer success, business development, or account management
• Familiarity with strategic customer success or business development practices
• Possess excellent written and verbal communication for effectively conveying information and collaborating with clients and team members
• Demonstrate strong organizational capabilities to manage multiple tasks and priorities efficiently
• Exhibit diligence and a high level of attention to detail to ensure accuracy in all aspects of work
• Be a self-starter who can quickly learn and execute tasks in a dynamic and agile environment, driven by a growth mindset

Responsibilities

• Conduct daily customer success activities, including meetings, issue resolution, and preparation of materials to ensure clients maximize their investment value
• Oversee account configuration and maintenance, ensuring all customer-specific data requests and automations are fulfilled effectively
• Work closely with Sales, Customer Success, lawyer network, and Product Operations to enhance customer relationships and address account-specific challenges
• Perform CRM updates, review customer calls, and manage task-related operations to streamline processes and enhance efficiency
• Engage in regular discussions with customer success managers and team leads to update on customer progress and address any concerns
• Participate in training sessions and enablement discussions to stay updated with best practices and industry developments

Preferred Qualifications

Paralegal, legal or investment banking experience for understanding client requirements and industry nuance preferred; exposure to non-disclosure agreements a plus

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