Customer Success Director (Corporate Lawyer) - Ontra

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. Trusted by more than 1,000 global GPs, investment banks, law firms, and advisors, Ontra helps firms focus on what's important.

Our Culture

Ontra is built for people who want real ownership from day one in a remote-first environment that's built to support it. Our customers are sophisticated, and our work reflects that. AI is engrained in how we work, and curiosity about it is part of who we are.

For this job we are currently only hiring candidates based in the United States, with a preference for candidates in New York City.

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 a 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 can achieve positive business outcomes throughout their partnership with Ontra.

What You’ll Do

• Collaboration: Work with other Customer Success Managers and cross-functionally with teams including sales, product operations, and our Lawyer Network to support day-to-day CS operations and ensure a seamless customer experience.
• Customer Journey Management: Proactively manage and execute tasks throughout the customer journey to enhance client satisfaction and engagement, including facilitating the onboarding process for new customers.
• Relationship Management: Manage multiple client stakeholders and establish a foundation of trust and partnership via remote and in-person communication.
• Operations and Enablement: Update customer success management tools such as Gainsight, conduct customer call reviews using platforms such as Gong, and engage in training conversations for continuous improvement.

What You’ll Bring

• Industry Experience: 4+ years of experience in a law firm environment is strongly preferred. Candidates with 5+ years of customer-facing experience in the financial services industry will also be considered, ideally with exposure to routine legal contracts (NDAs, NRLs, vendor agreements, etc.).
• Communication: Excellent verbal and written communication skills across diverse stakeholders via Zoom, phone, and email.
• Adaptability and Initiative: A self-starter mindset with the ability to think strategically about customer success and execute quickly in a dynamic environment.
• Attention to Detail: Keen ability to notice small errors and ensure accuracy and precision.
• Travel Interest: Willingness and ability to travel up to twice per quarter to major U.S. cities for in-person meetings.

Benefits & Perks

• Remote-first working policy with office hubs in NYC, Santa Barbara, and London
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy and paid parental leave
• Monthly phone and internet reimbursement
• Company-sponsored learning and development resources
• Comprehensive medical, dental, and vision insurance options