Ontra is a remote-first company, with access to coworking spaces and offices in a few key cities for employees who may prefer in-person working options. We value connection, investing in opportunities for in-person and virtual gatherings with your Ontra colleagues.
We currently are able to hire exclusively in the locations listed below. Select jobs may have more specific location requirements due to business needs.
United States
Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington
APAC
Hong Kong, Singapore
EMEA
United Kingdom
For this job we are currently only hiring candidates based in the United States, with a strong preference for someone located in the Eastern or Central time zones.
About the opportunity
Ontra is seeking a Customer Success Manager to join its growing SaaS Customer Success team.
Reporting to our Manager, Customer Success, you will be responsible for managing the onboarding process, building relationships and driving adoption for customers using our innovative SaaS products, Insight and Ontra Atlas. You will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with Ontra. Proactive, confident, and self-driven, you will strive to understand our customers' business goals and work to be a trusted partner so that companies stay and grow with Ontra.
This is a great opportunity for someone who has an innate ability to communicate with others, and an interest in working with top asset managers using industry-leading legal solutions.
What you'll do

• Relationship management: seek to accurately understand and proactively meet customer needs; establish a foundation of trust and partnership in relationships with key customer stakeholders. In this role, you will have the opportunity to occasionally visit customers in person!
• Customer onboarding: facilitate a smooth and efficient onboarding process for new enterprise customers; consult on best practices, lead training sessions, and manage internal and external stakeholders throughout the implementation period.
• Adoption strategy: Develop, communicate, and execute adoption and success plans; consult the customer to meet individual needs and timelines, mitigate potential risks, and align business priorities
• Retention: work with customers to understand their business goals and ensure they're finding value in our services; identify and mitigate risk to drive retention.
• Cross-Functional Collaboration: collaborate with sales to drive retention and identify up-sell and cross sell opportunities; provide customer insight and relay requests to internal teams

What you'll bring

• Experience: 2+ 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

Pay transparency
Ontra considers candidate location and experience when evaluating compensation levels. Some positions may be eligible for additional compensation, such as variable compensation, which is not included in the base pay range below. If you have been selected to participate in our interview process, we encourage you to speak with your Talent Acquisition Partner about compensation for this role.
Base pay range
$80,000 - $112,000 USD
Our benefits

• Opportunity to participate in Ontra's unit-based compensation program
• Medical, dental, and vision insurance base plans at no additional cost
• Employer-sponsored retirement plans
• Monthly phone and internet reimbursement (equivalent of $100 USD)
• 4 months (16 weeks) of parental leave
• Unlimited paid time off

About Ontra
Ontra is the global leader in Contract Automation and Intelligence for private asset management firms. The Ontra platform combines AI-enabled software with a worldwide network of highly trained lawyers to modernize recurring legal workflows. Ontra's solutions improve all aspects of the contract lifecycle - from negotiating and processing routine contracts to tracking obligations in complex agreements. Ultimately, Ontra reduces the time, expense, and risk associated with contract management, freeing its customers to focus on other strategic priorities.
Inclusivity
Ontra is committed to the full inclusion of all qualified individuals. As part of this commitment, Ontra will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].
Personnel Privacy Notice: https://bit.ly/46lVT74
Note on Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location.
Note to External Agencies: We are not accepting any blind submissions or resumes/CVs from recruitment agencies. Any candidates sent to Ontra will NOT be accepted or considered as a submission without a signed agreement in place.
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