Customer Success Manager

About the Role

Ontra is seeking a Customer Success Manager reporting to our Team Lead, Customer Success.

For this job, we are currently only hiring candidates based in the United States. 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 emerging accounts program.

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

• Onboarding Facilitation: Efficiently facilitate the onboarding process for new customers joining the low-touch program, ensuring a smooth transition.
• Customer Activities: Prepare customer materials, conduct bi-annual check-ins and executive business reviews, fulfill data requests, and manage account configuration tasks such as setting up auto-emails and maintaining invoice groups and saved reports.
• Customer Journey Management: Effectively manage and execute tasks throughout the customer journey to enhance the customer experience and engagement.
• Collaborative Problem-Solving: Work closely with Sales, the Legal Network, and Product Operations to address and resolve any issues pertaining to lawyers on staffed accounts.
• Operations Management: Perform operational tasks such as CRM updates in Gainsight, conducting customer call reviews through Gong when applicable, and engaging in various related responsibilities to ensure scalability and customer engagement.
• Teamwork and Collaboration: Engage in status discussions, collaborate with fellow customer success managers and Customer Success leadership, and contribute to training and ongoing enablement development initiatives.

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.
• Growth mindset: ability to think about the business at large and how your contributions impact the company