Senior Customer Success Manager (UK)

About the Role

Ontra is seeking a Senior Customer Success Manager reporting to the Manager on our Customer Success team.

For this job, we are currently only hiring candidates based in the United Kingdom. For more information on where we employ, please see below.

We’re looking for someone excited to manage seamless onboarding, drive cross-functional adoption, and foster customer success to ensure our software platforms deliver outstanding business results.

If you are an accomplished Customer Success Manager adept at communicating with diverse stakeholders, we’d love to get to know you!

What You’ll Do

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

What You’ll Bring

• Experience: 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