Customer Success Manager, Ontra
Contract Automation
More information about location
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
More information about location
201-500 employees
Company mission
To change the way legal services are delivered to enterprises.
Role
Who you are
- 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
- Experience: 2+ years working in a law firm or corporate legal department as a lawyer or paralegal, OR 2+ years in customer success, with a preference for backgrounds in law firms, legal tech companies, or B2B SaaS companies focused on asset management or investment banking; background with contracts and legal experience strongly preferred
- Communication Skills: Excellent written and verbal communication abilities, essential for effective client interactions and collaborative teamwork
- Attention to Detail and Time Management: 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
What the job involves
- We’re looking for someone excited to champion customer satisfaction, nurture long-lasting relationships, and strategize to maximize client experience and investment returns
- In the Customer Success Manager role, you will work with clients of our Contract Automation solution, supporting our fast-growing client base
- Customer Relationship Building: Meet with customers regularly remotely and in person representing Ontra to build and maintain solid relationships and address their needs
- Customer Journey Management: Proactively manage and execute tasks throughout the customer journey to enhance client satisfaction and engagement
- Issue Resolution and Preparation: Handle account-specific issues and prepare necessary materials for customer interactions, ensuring efficient meeting execution
- Cross-Department Collaboration: Work with Sales, our lawyer network, Product and other teams to maintain a cohesive and fruitful customer experience
- Account Configuration Oversight: Monitor and oversee account configurations, such as setting up auto-emails, invoice groups, negotiation preferences, and maintaining saved reports
- Operational Tasks: Update customer success management tools such as 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 stakeholders within Ontra, and engage in training conversations for continuous improvement
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
81% employee growth in 12 months
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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