Senior Customer Success Manager, Investment Banking - 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. Ontra’s solutions transform unstructured data trapped in static documents into actionable intelligence, enabling firms to accelerate contracts, streamline compliance, and automate entity management. Trusted by more than 1,000 global GPs, investment banks, law firms, and advisors – including nine of the top ten PEI-ranked firms worldwide – 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.

Ontranauts are sharp, genuinely collaborative, and invested in each other's success. They are excellent at what they do and even better to work with.

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

About the Team & Opportunity

Ontra is seeking a Senior Customer Success Manager to join its growing Investment Banking team!

Reporting to our Managing Director of Customer Success, you will serve as a subject matter expert in customer retention, lawyer management, and growth within our Investment Banking vertical. You will act as a client advocate to ensure that our customers can achieve positive business outcomes throughout their partnership with Ontra. Proactive, energetic, and self-driven, you will strive to understand our customers within the investment banking industry and work to be a trusted solutions-based partner so that customers stay and grow with Ontra.

What You’ll Do

• Collaboration: Work closely with other Customer Success Managers and cross-functionally with Customer Success, Sales, our Lawyer Network, and Product Operations to enhance customer relationships, support the day-to-day operations of the Customer Success team, and address account-specific challenges.
• 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 in relationships via remote and in-person communication; accurately understand and proactively meet customer needs.
• 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: 3+ years of experience in an investment banking environment is strongly preferred. Candidates with 4+ years of customer-facing experience in the financial services industry will also be considered, ideally with exposure to non-disclosure agreements and other routine deal-related documentation.
• Communication Skills: Exceptional written and verbal communication across Zoom, phone, email, and in person with diverse stakeholders from a variety of backgrounds. Ability to distill complex technical concepts into digestible language.
• Adaptability and Initiative: Self-starter mindset with the ability to execute quickly in a dynamic environment and align CS contributions with company-wide impact.
• Attention to Detail: Keen ability to notice errors and maintain accuracy and precision.
• Travel Flexibility: Willingness and ability to travel up to twice per quarter to major U.S. cities for in-person customer meetings, plus occasional company team offsites.

Benefits Snapshot

• 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
• Paid parental leave and family benefits
• Employer-supported retirement contributions
• Monthly phone and internet reimbursement
• Company-sponsored learning and development resources & department budgets
• Comprehensive medical, dental, and vision insurance options