Remote Customer Success Associate

Summary

Join Ontra, the global leader in AI-powered legal technology solutions, as a Customer Success Associate (CSA) and play a key role in driving customer value through onboarding, adoption, retention, and expansion. As a CSA, you will support customers across all accounts, projects, tasks, issue resolution, and deliverables, while also contributing to process optimization and improving customer-facing processes.

Requirements

• At least one year of professional work experience within the customer success or customer service spaces
• Experience within legal tech or fintech environments preferred
• Verbal & written communication: You communicate in a clear, concise, and compelling way, and have excellent professional writing skills and email etiquette
• Diligence and attention to detail: Effective project management and consistent delivery of timely, high-quality work
• Organization: You are process-oriented and are comfortable creating and maintaining systems upon which others rely, especially in a global, remote environment
• Efficiency: You have excellent time-management skills, can prioritize tasks appropriately, and work to streamline processes
• Desire to learn: You have the desire and ability to rapidly learn about our customer base and their different requirements while adapting to new platforms quickly
• Relationship management: You seek to accurately understand and proactively meet customer needs, establishing a foundation of trust and partnership in relationships with key customer stakeholders

Responsibilities

• Support the speedy onboarding of customers and their implementation of our Contract Automation product
• Contribute to the department’s retention and expansion goals by assisting with elements of the customer journey
• Become an Ontra app expert, staying up to date on core processes; and manage all Ontra app and Salesforce updates
• Efficiently enact the customer journey and help constantly improve the company’s customer-facing processes

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
• 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