Customer Success Manager, Ontra

• Experience: 2+ years of experience in customer success, with a preference for backgrounds in law firms, legal tech companies, or B2B SaaS companies. Proven track record of managing difficult customer challenges and translating business requirements into actionable success plans
• Strong communicator and executive presence: excellent verbal and written communication skills. Can lead client-facing meetings and presentations with multiple diverse stakeholders of varying seniority stakeholders easily
• Relationship management skills: skilled at building relationships with decision-makers and influencers, including C-suite executives
• 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
• Attention to Detail and Time Management: highly organized and detail-oriented, capable of managing multiple tasks and projects efficiently

• Ontra is seeking a Customer Success Manager to join its growing Customer Success team
• Reporting to our Manager, Customer Success, you will be responsible for promoting the adoption of our innovative SaaS solutions, Insight and Atlas, with our customers in the financial services industry
• You will advocate for our customers to ensure they can achieve positive business outcomes throughout their partnership with Ontra
• Proactive, energetic, and self-driven, you will strive to understand our customers and work to be a trusted partner so that companies stay and grow with Ontra
• Relationship management: Develop deep relationships with stakeholders across Ontra’s customers. Become an expert on your customers' businesses and seek to meet their needs proactively
• Adoption planning: Develop, communicate, and execute adoption plans; consult the customer to meet individual needs and timelines, mitigate potential risks, and ensure they are deriving value from our products
• Customer Retention and Growth: Perform strategic business reviews and develop joint success plans with customers to align on measurable objectives and outcomes; Identify churn risk and work to eliminate that risk actively; Identify and nurture up-sell and cross-sell opportunities
• Customer Advocacy: Function as the voice of the customer and provide internal feedback on how Ontra can better serve our customers. Influence internal stakeholders to deliver outcomes that help both our customers and the broader business
• Project Management and Critical Analysis: Demonstrate strong project management skills, attention to detail, and a consultative approach to navigating multiple senior client stakeholders and evaluating complex trade-offs

• 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!

Total funding: $240m

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.