Customer Success Manager

Summary

Join Ontra's growing Customer Success team as a Customer Success Manager! This remote-first position focuses on building strong relationships with clients in the financial services industry, driving product adoption of Ontra's SaaS solutions (Insight and Atlas), and ensuring customer retention and growth. You will develop and execute adoption plans, conduct strategic business reviews, and proactively identify and mitigate churn risks. The role requires strong communication, relationship management, and project management skills. Occasional travel is required for client meetings and industry events. Ontra offers a comprehensive benefits package including remote work, paid time off, parental leave, retirement contributions, and professional development opportunities.

Requirements

• 2+ years of experience in customer success, with a preference for backgrounds in law firms, legal tech companies, or B2B SaaS companies. Proven track record of managing difficult customer challenges and translating business requirements into actionable success plans
• Excellent verbal and written communication skills. Can lead client-facing meetings and presentations with multiple diverse stakeholders of varying seniority stakeholders easily
• Skilled at building relationships with decision-makers and influencers, including C-suite executives
• Able to learn and distill complex technical concepts into digestible customer-facing communication and training
• Experience with and/or interest in legal contracts, legal technology, and the private funds space
• Highly organized and detail-oriented, capable of managing multiple tasks and projects efficiently

Responsibilities

• Develop deep relationships with stakeholders across Ontra’s customers. Become an expert on your customers' businesses and seek to meet their needs proactively
• Develop, communicate, and execute adoption plans; consult the customer to meet individual needs and timelines, mitigate potential risks, and ensure they are deriving value from our products
• Perform strategic business reviews and develop joint success plans with customers to align on measurable objectives and outcomes; Identify churn risk and work to eliminate that risk actively; Identify and nurture up-sell and cross-sell opportunities
• Function as the voice of the customer and provide internal feedback on how Ontra can better serve our customers. Influence internal stakeholders to deliver outcomes that help both our customers and the broader business
• Demonstrate strong project management skills, attention to detail, and a consultative approach to navigating multiple senior client stakeholders and evaluating complex trade-offs

Preferred Qualifications

Backgrounds in law firms, legal tech companies, or B2B SaaS companies

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