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Ontra is seeking a Customer Success Director to lead customer retention and success initiatives for its Contract Automation solution, serving the private markets and financial services sectors. Reporting to the Managing Director of Customer Success, you will be a subject matter expert in customer retention, lawyer management, and Ontra's AI-powered contract automation platform.
You will serve as a client advocate ensuring customers achieve positive business outcomes throughout their partnership with Ontra. Working with sophisticated clients including top private equity firms, investment banks, and asset managers, you will build trusted partnerships and drive customer satisfaction and growth.
Key responsibilities include:
- Collaborating with Customer Success Managers and cross-functional teams (sales, product, operations, Lawyer Network) to support day-to-day CS operations and ensure seamless customer experience
- Proactively managing customer journeys to enhance satisfaction and engagement, including facilitating onboarding for new customers
- Managing multiple client stakeholders and establishing trust-based partnerships through remote and in-person communication
- Operating customer success tools (Gainsight, Gong) and conducting training for continuous improvement
You bring 4+ years of law firm experience (strongly preferred) or 5+ years of customer-facing experience in financial services with exposure to legal contracts (NDAs, NRLs, vendor agreements). You excel at distilling complex technical concepts into clear customer-facing communication, have strong written and verbal communication skills, and demonstrate adaptability and initiative in dynamic environments. You are detail-oriented, self-driven, and willing to travel up to twice quarterly for in-person customer meetings.
Ontra is remote-first with office hubs in NYC, Santa Barbara, and London. The company is powered by industry-leading AI and trusted by over 1,000 global firms including nine of the top ten PEI-ranked firms.
