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Ontra is an AI-powered platform serving the private markets, trusted by over 1,000 global GPs, investment banks, law firms, and advisors—including nine of the top ten PEI-ranked firms. The company automates critical private market workflows by transforming unstructured data from contracts into actionable intelligence, enabling firms to accelerate contracts, streamline compliance, and manage entities.
You will join the Investment Banking team as a Senior Customer Success Manager, reporting to the Managing Director of Customer Success. In this role, you will serve as a subject matter expert in customer retention, lawyer management, and growth within the investment banking vertical. You will act as a trusted solutions-based partner to ensure customers achieve positive business outcomes throughout their partnership with Ontra.
Key responsibilities include:
- Proactively managing the customer journey, including onboarding, to enhance satisfaction and engagement
- Managing multiple client stakeholders and building trust-based partnerships through remote and in-person communication
- Collaborating cross-functionally with Customer Success, Sales, the Lawyer Network, and Product Operations to address account-specific challenges
- Using tools like Gainsight and Gong to track performance, conduct call reviews, and drive continuous improvement
- Traveling up to twice per quarter to major U.S. cities for in-person customer meetings
Ontra operates as a remote-first company with office hubs in NYC, Santa Barbara, and London. The culture emphasizes ownership, collaboration, and curiosity about AI. You will work with sophisticated customers in the investment banking and legal sectors.
Requirements:
- 3+ years of experience in an investment banking environment or law firm (strongly preferred)
- Alternatively, 4+ years of customer-facing experience in financial services, ideally with exposure to NDAs and deal-related documentation
- Excellent written and verbal communication skills across in-person, Zoom, phone, and email
- Ability to distill complex technical concepts into digestible language for diverse stakeholders
- Strong attention to detail and commitment to accuracy
- Self-starter mentality with ability to learn and execute quickly in a dynamic environment
- Willingness and ability to travel up to twice per quarter for customer meetings
- Based in the United States (preference for New York City)
