Manager, Customer Success

Summary

Join Ontra's growing Customer Success team as a Manager, leading and developing a team of Customer Success Managers. You will be responsible for driving adoption, engagement, advocacy, renewal, and expansion efforts for the Insight product. This role involves hiring and training new team members, collaborating with cross-functional teams, and identifying opportunities to improve the CS function. The ideal candidate has 5+ years of experience in a B2B SaaS Customer Success role, including 2+ years managing a team, preferably within the financial services industry. Strong communication, coaching, critical thinking, and stakeholder management skills are essential. Ontra offers a remote-first work policy, paid time off, parental leave, retirement contributions, and various other benefits.

Requirements

• Experience : 5+ years in a Customer Success role supporting a B2B SaaS product, ideally within the financial services industry, with 2+ years of experience managing a team
• Strong Communicator: Has the ability to express oneself clearly, confidently, and appropriately in various contexts and with diverse audiences
• Coaching : Invests in the development of others, fostering a culture of continuous improvement and ultimately contributing to the overall success of the organization
• Critical Thinking: Goes beyond surface-level understanding and engages in deep, logical, and rational thinking to form well-reasoned judgments and make informed decisions
• Stakeholder Savvy: Possesses a deep understanding of the importance of stakeholders in a project and actively works to build positive relationships and engage with them effectively
• Naturally Curious : Asks questions and seeks out new information, often delving deeper into a subject to gain a more complete understanding; willing to consider different perspectives (even if they don't align with their own)
• Organized and process-oriented : Able to break down complex projects into smaller, manageable tasks, and create a structured plan with clear timelines and milestones; prioritizes systematic approaches, efficiency, and consistency in their work

Responsibilities

• Lead a team of high-performing Customer Success Managers, ensure they are hitting both individual and team goals, and serve as a point of escalation for any ongoing issues
• Hire and train new Customer Success Managers as the team continues to scale
• Collaborate with Product, Finance, Sales, Revenue Operations, and Legal Partnerships to support the day-to-day operations of the CS team
• Identify opportunities to improve and evolve the CS function in an effort to better support our SaaS products
• Attend client meetings in New York City up to four times a year, with additional ad-hoc trips 1-2 times a year

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