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About Ontra
Ontra is the global leader in AI legal tech for private markets. Powered by industry-leading AI, data from 1M+ contracts, and a global network of legal professionals, Ontra's private markets technology platform streamlines and optimizes critical legal and compliance workflows across the full fund lifecycle. Ontra’s purpose-built solutions automate contracts, streamline obligation management, digitize entity management, and surface insights. Trusted by more than 800 global GPs, investment banks, law firms, and advisors - including nine of the top ten PEI-ranked firms worldwide - Ontra helps firms focus on what’s important to them.
Our Culture
Ontra is a remote-first company that values the power of connection. We find innovative ways to stay connected, both virtually and in person. By promoting ownership, inspiring creativity, and championing collaboration, Ontra enables you to shape your impact and growth. Our commitment to innovation extends beyond our technology; it’s embedded in our culture, and AI plays a crucial role in everything we do.
Our culture is one where belonging is the cornerstone of every interaction, rooted in acceptance and respect for all. Our commitment to inclusion begins at the application process, ensuring a fair and equitable hiring experience that values the unique contributions you bring from day one.
For this job, we are currently only hiring candidates based in the United Kingdom. For more information on where we employ, please see below.
About the Role
Ontra is seeking a Senior Customer Success Manager reporting to the Manager on our Customer Success team.
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!
What You’ll Do
- 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.
What You’ll Bring
- 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 preferred
Hiring Locations
We currently hire exclusively in the locations listed below. Select jobs may have more specific location requirements due to business needs.
United States
Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington
APAC
Hong Kong
EMEA
United Kingdom
Benefits Snapshot
- Remote-first working policy, with office hubs in SF, NYC, Santa Barbara, and London
- Twice yearly team offsites for in-person collaboration
- Paid flexible time off policy
- Paid parental leave and benefits
- Employer-supported retirement contributions, varying by country
- Monthly phone and internet reimbursement
- Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
- Various options for medical, dental, and vision insurance
Travel
Occasional travel is required for Ontra employees, including typically at least twice per year to attend team and larger group off-sites for in-person collaboration. For some roles, additional travel may be required based on the requirements of the role and business need.
Inclusivity
Ontra is committed to the full inclusion of all qualified individuals. As part of this commitment, Ontra will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].
Personnel Privacy Notice: View here.
Note on Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location.
Note to External Agencies: We are not accepting any blind submissions or resumes/CVs from recruitment agencies. Any candidates sent to Ontra will NOT be accepted or considered as a submission without a signed agreement in place.
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