Customer Success Manager

Summary

Join Ontra, a global leader in AI legal tech, as a Customer Success Manager! You will champion customer satisfaction, nurture relationships, and strategize to maximize client investment returns. Working with clients of our Contract Automation solution, you will facilitate onboarding, manage customer journeys, and collaborate with various teams to resolve issues. This role requires strong communication, attention to detail, and relationship-building skills. You will perform operational tasks, contribute to team discussions, and participate in training initiatives. Ontra offers a remote-first work environment with various benefits.

Requirements

• Experience : 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
• Communication Skills: Excellent written and verbal communication abilities, essential for effective client interactions and collaborative teamwork
• Attention to detail: Highly organized and detail-oriented, capable of managing multiple tasks and projects efficiently
• Interpersonal Skills: Strong relationship-building capabilities, with an enjoyment of fostering and maintaining customer relationships
• Adaptability and Initiative: Self-starter with the ability to learn and execute quickly in a dynamic and agile environment, demonstrating a growth mindset
• Growth mindset: Ability to see effort as a means of improving

Responsibilities

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

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