Customer Success Manager, Contract Automation (Paralegal)

About the Role

Ontra is seeking a Customer Success Manager reporting to our Managing Director, Customer Success.

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 champion customer satisfaction, nurture long-lasting relationships, and strategize to maximize client investment returns. In the Customer Success Manager role, you will work with clients of our Contract Automation solution, supporting our fast-growing European client base.

If you are a detail-oriented self-starter with excellent communication and interpersonal skills, thrive in fast-paced environments, possess a growth mindset, and have a knack for building strategic relationships, we’d love to get to know you!

What You’ll Do

• Issue Resolution and Preparation: Handle account-specific issues and prepare necessary materials for customer interactions, ensuring efficient meeting execution.
• Customer Journey Management: Proactively manage and execute tasks throughout the customer journey to enhance client satisfaction and engagement.
• Cross-Department Collaboration: Work with Sales, our lawyer network, Product and other teams to build and expand client relationships and maintain a cohesive customer experience.
• Account Configuration Oversight: Monitor and oversee account configurations, such as setting up auto-emails, invoice groups, and maintaining saved reports.
• Operational Tasks: Update Gainsight, conduct customer call reviews using platforms such as Gong, and perform other related task work
• Enablement and Training: Participate in status discussions, provide updates to relevant parties, and engage in training conversations for continuous improvement.

What You’ll Bring

• Experience: 2+ years in customer success, with a preference for backgrounds in law firms, legal tech companies, or B2B SaaS focused on asset management or investment banking.
• Communication Skills: Excellent written and verbal communication abilities, essential for effective client interactions and collaborative teamwork.
• Attention to detail: Highly organized and detail-oriented, capable of managing multiple tasks and projects efficiently.
• Interpersonal Skills: Strong relationship-building capabilities, with an enjoyment of fostering and maintaining customer relationships.
• Adaptability and Initiative: Self-starter with the ability to learn and execute quickly in a dynamic and agile environment, demonstrating a growth mindset.