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.
About the Role
Ontra is seeking a Customer Success Manager reporting to our Managing Director, Customer Success - Contract Automation.
For this job, we are currently only hiring candidates based in the United States, with a preference for candidates in Boston and the New York City Metropolitan area. For more information on where we employ, please see below.
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.
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!
What You’ll Do
- 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.
What You’ll Bring
- 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.
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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What We Do
Ontra is the global leader in Contract Automation and Intelligence. The Ontra platform combines the best of artificial intelligence and software with a global network of talented lawyers to offer a complete and scalable solution for recurring legal workflows, such as processing routine contracts and tracking obligations in complex agreements. Ontra delivers purpose-built contract workflow and data management tools to easily manage obligations, answer key questions, and analyze trends and benchmarks. By streamlining repetitive legal processes and transforming contracts into data, Ontra helps customers lower costs, improve quality, reduce turnaround times, and provide actionable insights, ultimately freeing internal resources to focus on impactful and engaging work.
Ontra is headquartered in San Francisco, with global operations across North America, Europe, and Asia. Learn more at www.ontra.ai.
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