Remote Senior Customer Success Manager

Summary

Join our team at Ontra, the global leader in AI-powered legal technology solutions for private capital investment firms. We're seeking a Senior Customer Success Manager to manage seamless onboarding, drive cross-functional adoption, and foster customer success. As a remote-first company, we value connection and promote ownership, inspiring creativity, and championing collaboration.

Requirements

• 3+ years in customer success, ideally with B2B enterprise-level clients in the financial services industry
• Strong communicator: impeccable verbal and written communication skills; your high EQ allows you to easily command an audience and build relationships with diverse stakeholders
• Relationship management skills: skilled at building rapport with customers and ability to proactively exceed customer expectations
• Intellectual curiosity and teaching skills: can learn and distill complex technical concepts into digestible customer-facing communication and training
• Industry interest: experience with and/or interest in legal contracts, legal technology, and the private funds space

Responsibilities

• Manage relationships with a portfolio of satisfied customers, ensuring consistent contract renewals and high gross retention rates
• Oversee and optimize onboarding processes while implementing tailored customer adoption and success plans aligned with documented objectives
• Facilitate effective communication with diverse stakeholders, including legal, compliance, and executive teams, ensuring all parties are aligned and informed
• Identify and nurture potential up-sell and cross-sell opportunities and customer champions who can advocate for the product
• Contribute to enhancing internal processes to boost overall customer experience and operational efficiency
• Demonstrate strong project management skills, attention to detail, and a consultative approach to navigate multiple senior client stakeholders and evaluate complex trade-offs

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