About the role

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. That combination is rare, and we don't take it for granted. Learn more about our values https://www.ontra.ai/careers/#our-values. 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. Proactive, energetic, and self-driven, you will strive to understand our customers within the asset management and financial services industries and work to be a trusted solutions-based partner so that customers stay and grow with Ontra. This is a great opportunity for someone who has excellent communication and interpersonal skills, and an interest in working with top private equity firms and asset managers using industry-leading legal solutions. We’re looking for someone excited to champion customer satisfaction, nurture long-lasting relationships, and strategize to maximize client experience. 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 the day-to-day operations of the CS team 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 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: 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 such as NDAs, NRLs, vendor agreements, and other similar documents. - Written/verbal communication: You can communicate effectively in person, over Zoom and the phone, and via email with diverse stakeholders from a variety of backgrounds - Adaptability and Initiative: You have the ability to think about how the contributions of the customer success function impact the company, and are