Senior Customer Success Manager, Ontra
UK)
Contract Automation and Intelligence for asset management firms
Open for applications
Contract Automation and Intelligence for asset management firms
201-500 employees
Open for applications
201-500 employees
Company mission
To change the way legal services are delivered to enterprises.
Role
Who you are
- 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
What the job involves
- 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.
- 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!
- 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
Our take
High-volume legal work can be a drag for large enterprises, who end up straining their internal resources or their bottom line as they outsource the work. Ontra (previously InCloudCounsel) slides in as a solution to this problem by pairing businesses with a network of freelance corporate lawyers to manage their routine legal work in a more cost-effective way.
In addition to enterprises, the company is an attractive proposition for lawyers who want a more flexible working life than Big Law can usually offer. Ontra attempts to avoid direct confrontation with Big Law by focusing more on routine work and document management tasks.
Following Ontra's healthy investment, the company has made some pretty big strategic moves - mainly driving product growth, onboarding top people onto its Board of Directors team and acquiring smaller companies like FundFormer and Captain to improve its product capabilities.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Oct 2021
$200m
SERIES B
Jan 2019
$40m
SERIES A
Total funding: $240m
Company benefits
- Competitive salary
- Opportunity to participate in one of Ontra’s unit-based compensation programs
- Medical, dental, and vision insurance base plans at no additional cost
- Employer-sponsored retirement plans
- Hybrid/remote work flexibility & WFH budget (equivalent of $1K USD)
- Annual professional development stipend (equivalent of $2K USD)
- 4 months of parental leave (52 weeks for UK employees)
- Unlimited vacation
- Twice-weekly lunch perk
- And much more!
Company values
- Respect - We believe in candid, empathetic communication at all times.
- Accountability - We follow through on commitments to ourselves and each other.
- Improvement - We innovate the way that we work and the products/services we deliver.
- Openness - We encourage transparency with our team, customers, and partners.
- Results - We expect productivity over activity.
Company HQ
Union Square, San Francisco, CA
Articles
Leadership
Troy Pospisil
(CEO)Majored in Economics at NYU before joining Deloitte as a Management Consultant. Was an Investment Professional at H.I.G. Capital.
Ben Levi
(COO)Studied at Yale and Harvard Law School, and worked on Obama's 2008 campaign. Was an Associate at Kirkland & Ellis and founded Saas company Tembo.
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