Senior Customer Success Manager

Summary

Join Ontra's growing Customer Success team as a Senior Customer Success Manager! Based in the US (preferably Greater New York City area), you will manage relationships with enterprise-level financial services clients, ensuring they achieve positive business outcomes using Ontra's SaaS solutions, Insight and Atlas. This role involves developing adoption plans, performing strategic business reviews, identifying up-sell/cross-sell opportunities, and advocating for customer needs internally. Occasional travel (up to 15%) is required. You will need 5+ years of CS experience, including 3+ years in an enterprise CSM role within financial services. Excellent communication and relationship-building skills are essential. Ontra offers a remote-first work policy, paid time off, parental leave, retirement contributions, and various insurance options.

Requirements

• 5+ years of CS experience with at least 3 years of experience in an enterprise CSM role, preferably in financial services. Proven track record of managing difficult customer challenges and translating business requirements into actionable success plans
• Impeccable verbal and written communication skills. Can easily lead client-facing meetings and presentations with multiple diverse stakeholders of varying seniority
• Skilled at building relationships with decision-makers and influencers, including C-suite executives
• Can learn and distill complex technical concepts into digestible customer-facing communication and training
• Experience with and/or interest in legal contracts, legal technology, and the private funds space

Responsibilities

• Develop deep relationships with stakeholders across Ontra’s enterprise customers; become an expert on your customers' businesses and seek to meet their needs proactively
• Develop, communicate, and execute adoption plans; consult the customer to meet individual needs and timelines, mitigate potential risks, and ensure they are deriving value from our products
• Perform strategic business reviews and develop joint success plans with customers to align on measurable objectives and outcomes; identify churn risk and work to eliminate that risk actively; identify and nurture up-sell and cross-sell opportunities
• Function as the voice of the customer and provide internal feedback on how Ontra can better serve our enterprise customers; influence internal stakeholders to deliver outcomes that help both our customers and the broader business
• Demonstrate strong project management skills, attention to detail, and a consultative approach to navigating multiple senior client stakeholders and evaluating 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
• 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