Customer Success Director

• Ontra is seeking a Customer Success Director to join its growing Contract Automation team!
• Reporting to our Managing Director of Customer Success, you will serve as a subject matter expert in customer retention, lawyer management, and Ontra’s Contract Automation solution
• You will act as a client advocate to ensure that our customers can achieve positive business outcomes throughout their partnership with Ontra. Proactive, energetic, and self-driven, you will strive to understand our customers within the asset management and financial services industries and work to be a trusted solutions-based partner so that customers stay and grow with Ontra
• This is a great opportunity for someone who has excellent communication and interpersonal skills, and an interest in working with top private equity firms and asset managers using industry-leading legal solutions
• We’re looking for someone excited to champion customer satisfaction, nurture long-lasting relationships, and strategize to maximize client experience
• Collaboration: Work with other Customer Success Managers and cross-functionally with teams including sales, product operations, and our Lawyer Network to support the day-to-day operations of the CS team and ensure a seamless customer experience
• Customer Journey Management: Proactively manage and execute tasks throughout the customer journey to enhance client satisfaction and engagement, including facilitating the onboarding process for new customers
• Relationship Management: Manage multiple client stakeholders and establish a foundation of trust and partnership in relationships via remote and in-person communication; accurately understand and proactively meet customer needs
• Operations and Enablement: Update customer success management tools such as Gainsight, conduct customer call reviews using platforms such as Gong, and engage in training conversations for continuous improvement

Benefits

• Remote Flexibility: At Ontra, we’re invested in your success, and our total rewards package is designed to help you reach your full potential. Embrace our remote-first work environment with generous reimbursements for work-from-home equipment, coworking, phone, and internet.
• Unlock Your Potential: Tap into opportunities for continuous learning, mentorship, and role-specific development through our learning platforms, industry conferences, employee resource groups, plus in-person and virtual company events.
• Life Moments Covered: We’re here to support you when life happens. Whether it’s a vacation you’ve been looking forward to, a medical situation you need to take care of, a new addition to your family, or another important life moment, we’ve got you covered.

• Attention to detail: You have a keen ability to notice even the smallest errors and are committed to ensuring accuracy and precision in everything you do
• Written/verbal communication: You can communicate effectively in person, over Zoom and the phone, and via email with diverse stakeholders from a variety of backgrounds
• Industry Experience: 4+ years of experience in a law firm environment is strongly preferred. Candidates with 5+ years of customer-facing experience in the financial services industry will also be considered, ideally with exposure to routine legal contracts such as NDAs, NRLs, vendor agreements, and other similar documents
• Interest in in-person connection: You are preferably willing and able to travel up to twice per quarter to major U.S. cities to conduct in-person meetings with customers and key contacts
• Adaptability and Initiative: You have the ability to think about how the contributions of the customer success function impact the company, and are a self-starter with the ability to learn and execute quickly in a dynamic environment
• Communication skills: You are an expert at distilling complex technical concepts into digestible language for customer-facing communication and training