Manager, Customer Success

Ontra is a remote-first company, with access to coworking spaces and offices in a few key cities for employees who may prefer in-person working options. We value connection, investing in opportunities for in-person and virtual gatherings with your Ontra colleagues.

We currently are able to 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, Singapore

EMEA

United Kingdom

For this job, we are currently only hiring candidates based in the United States, with a preference for candidates in Central or Eastern time zones.

About the opportunity

Ontra is seeking a Manager, Customer Success, to join its growing Customer Success (CS) team. In this role, you will lead a team of Customer Success Managers responsible for onboarding, adoption, and retention efforts for our Insight and Ontra Atlas SaaS products. You will act as a client advocate, and work with your team to ensure that we drive successful outcomes for our customers throughout their partnership with Ontra. This role is an excellent opportunity for someone looking to drive Ontra’s efforts to develop a high-performing team while improving processes and supporting the daily operations of the CS function.

If you have experience developing a high-performing CS team within the B2B SaaS space, particularly within the financial services industry, we’d love to get to know you!

What you’ll do

Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of collaboration, continuous improvement, and results. Track success metrics to ensure your team meets its goals and to proactively identify areas for improvement.Identify opportunities to improve and evolve the CS processes and strategies to support our growing software products.Act as a customer advocate to ensure the voice of the customer is heard and that we are addressing their needs and challenges.Hire and train new Customer Success Managers as the team continues to scaleCollaborate with Product, Finance, Sales, and Revenue Operations to support the day-to-day operations of the CS team.

What you’ll bring

Experience: 4+ years in a Customer Success role supporting a B2B SaaS product, ideally within the financial services or legal tech industries.Leadership: 2+ years of people management experience, and demonstrated leadership skills.Strong Communicator: can express oneself clearly, confidently, and appropriately in various contexts and with diverse audiences.Critical Thinking: Goes beyond surface-level understanding and engages in deep, logical, and rational thinking to form well-reasoned judgments and make informed decisions.Stakeholder Savvy: possesses a deep understanding of the importance of stakeholders in a project and actively works to build positive relationships and engage with them effectively.Naturally Curious: Asks questions and seeks out new information, often delving deeper into a subject to gain a more complete understanding; willing to consider different perspectives (even if they don't align with their own).Organized and process-oriented: Ability to break down complex projects into smaller, manageable tasks and create a structured plan with clear timelines and milestones; prioritizes systematic approaches, efficiency, and consistency in their work.

Pay transparency

Ontra considers candidate location and experience when evaluating compensation levels. Some positions may be eligible for additional compensation, such as variable compensation, which is not included in the base pay range below. If you have been selected to participate in our interview process, we encourage you to speak with your Talent Acquisition Partner about compensation for this role.

Base pay range

$115,000—$173,000 USD

Our benefits

Opportunity to participate in Ontra’s unit-based compensation program Medical, dental, and vision insurance base plans at no additional costEmployer-sponsored retirement plansMonthly phone and internet reimbursement (equivalent of $100 USD)4 months (16 weeks) of parental leaveUnlimited paid time off

About Ontra

Ontra is the global leader in Contract Automation and Intelligence for private asset management firms. The Ontra platform combines AI-enabled software with a worldwide network of highly trained lawyers to modernize recurring legal workflows. Ontra’s solutions improve all aspects of the contract lifecycle — from negotiating and processing routine contracts to tracking obligations in complex agreements. Ultimately, Ontra reduces the time, expense, and risk associated with contract management, freeing its customers to focus on other strategic priorities.

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 talent@ontra.ai.

Personnel Privacy Notice: https://bit.ly/46lVT74

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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