Senior Customer Success Manager

Summary

Join Ontra, a leading AI legal tech company, as a Senior Customer Success Manager! Based in the United Kingdom, you will manage customer relationships, ensuring high retention and satisfaction. You will oversee onboarding, drive adoption, and communicate effectively with diverse stakeholders. This role involves identifying up-selling opportunities and improving internal processes. You'll need 3+ years of experience in customer success, strong communication and relationship management skills, and an interest in legal tech. Ontra offers a remote-first work policy, paid time off, parental leave, retirement contributions, and various other benefits.

Requirements

• 3+ years in customer success, ideally with B2B enterprise-level clients in the financial services industry
• Impeccable verbal and written communication skills; your high EQ allows you to easily command an audience and build relationships with diverse stakeholders
• Skilled at building rapport with customers and ability to proactively exceed customer expectations
• Can learn and distill complex technical concepts into digestible customer-facing communication and training

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

Preferred Qualifications

Experience with and/or interest in legal contracts, legal technology, and the private funds space

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