For this job we are currently only hiring candidates based in the United States.

About the team & opportunity

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 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 are able to 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 an innate ability to communicate with others, and an interest in working with top private equity firms and asset managers using industry-leading legal solutions.

What you'll do

• Collaboration: Work cross-functionally with teams including sales, product operations, as well as our Lawyer Network, to support the day-to-day operations of the CS team and ensure a seamless customer experience
• Customer onboarding: facilitate a smooth and efficient onboarding process for new enterprise customers including scoping, timeline, budget, training, and consulting on configuration options
• Relationship management: Manage multiple client stakeholders and establish a foundation of trust and partnership in relationships; seek to accurately understand and proactively meet customer needs
• Problem Solving: Independently drive the resolution of complex problems to ensure a flawless process execution that will increase customer satisfaction

What you'll bring

• Industry Experience: 8 years in customer success, with 4 years of experience working in law firms or with B2B, enterprise level clients, ideally in the legal industry of financial services space working closely with routine legal contracts such as NDAs, vendor contracts, NRLs and more
• Written/verbal communication: You can communicate effectively in person, over the phone, and via email with diverse stakeholders from a variety of backgrounds
• Growth mindset: You have the ability to think about the business at large and how the contributions of the customer success function impact the company
• Presentation skills: You are an expert at distilling complex technical concepts into digestible language for customer-facing communication and training
• 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
• 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