About Ontra
Ontra is the leader in AI-powered solutions for the private markets. Powered by industry-leading AI, data from over 2 million contracts, and a global network of legal professionals, Ontra automates critical private market workflows across the fund lifecycle. Ontra’s solutions transform unstructured data trapped in static documents into actionable intelligence, enabling firms to accelerate contracts, streamline compliance, and automate entity management. Trusted by more than 1,000 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.
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 Senior Customer Success Manager to join its growing Customer Success team.
Due to client needs, we are currently only hiring candidates based in the United States for this job, with a strong preference for candidates in the Greater New York City area. The position also requires occasional travel to meet with customers and attend industry events up to 15% of the time.
Reporting to our Manager, Customer Success, you will be responsible for promoting the adoption of our innovative SaaS solutions, Insight and Atlas, with our enterprise-level 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.
What You’ll Do
- Relationship management: Develop deep relationships with stakeholders across Ontra’s enterprise 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 enterprise 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
What You’ll Bring
- Experience: 5+ years of CS experience with at least 3 years of experience in an enterprise CSM role, preferably in financial services. Proven track record of managing difficult customer challenges and translating business requirements into actionable success plans
- Strong communicator and executive presence: Impeccable verbal and written communication skills. Can easily lead client-facing meetings and presentations with multiple diverse stakeholders of varying seniority
- 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
Pay Transparency
Ontra takes individual candidate location, experience, and skills into consideration when determining compensation. The base pay range is listed below.
Some positions may be eligible for additional compensation, such as commission, variable compensation, profits interest units, or other equity-based compensation, which are not included in the below base pay range.
If you are selected to participate in our interview process, your Talent Acquisition Partner will share more details about the total compensation package for the role.
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, Ohio, 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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