客户成功总监（公司律师）
Customer Success Director (Corporate Lawyer)
关于Ontra
Ontra是私人市场AI解决方案的领导者。依托行业领先的AI技术、来自200多万份合同的数据以及全球法律专业人士网络，Ontra自动化了整个基金生命周期中的关键私人市场工作流程。Ontra的解决方案将静态文档中被困的非结构化数据转化为可操作的智能，使公司能够加速合同处理、简化合规性并自动化实体管理。超过1000家全球普通合伙人、投资银行、律师事务所和顾问信任Ontra，其中包括全球排名前十的九家PEI公司，Ontra帮助公司专注于重要的事情。
我们的文化
Ontra为那些希望从第一天起就拥有真正所有权的人而建，在一个以远程优先为理念的环境中，这个环境旨在支持这种模式。我们的客户非常专业，我们的工作也反映了这一点。AI深入到我们的工作中，对它的好奇心是我们身份的一部分。
Ontranaut们思维敏捷、真正协作，并且致力于彼此的成功。他们擅长自己的工作，与他们合作也非常愉快。这种组合很罕见，我们对此心怀感激。了解更多关于我们的价值观 https://www.ontra.ai/careers/#our-values。
目前，我们只在美国招聘候选人，优先考虑纽约市的候选人。
关于团队与机会
Ontra正在寻找一位客户成功总监加入我们不断壮大的合同自动化团队！
向我们的客户成功总监汇报，您将在客户保留、律师管理和Ontra的合同自动化解决方案方面成为专家。您将作为客户代言人，确保我们的客户在与Ontra的合作过程中实现积极的业务成果。积极主动、充满活力且自我驱动，您将努力了解我们在资产管理和金融服务行业的客户，并成为值得信赖的基于解决方案的合作伙伴，使客户留在Ontra并持续增长。
这是一个绝佳的机会，适合那些具备出色的沟通和人际交往能力，并有兴趣与顶级私募股权公司和资产管理公司合作，使用行业领先的法律解决方案的人。我们正在寻找一位热衷于推动客户满意度、培养长期关系并制定策略以最大化客户体验的人。
您将负责
- 协作：与其他客户成功经理及跨部门团队合作
- 客户支持：与客户保持密切联系，确保其顺利使用Ontra的产品和服务
- 问题解决：识别并解决客户在使用过程中遇到的问题，提供定制化的解决方案
- 培训与支持：为客户提供产品培训和支持，帮助他们充分利用Ontra的功能
- 反馈收集：收集客户反馈，与产品和运营团队协作，推动产品改进
- 关系维护：建立和维护与客户的长期合作关系，提升客户忠诚度和满意度
- 数据分析：跟踪和分析客户使用数据，识别潜在问题和改进机会
- 项目管理：协调和管理客户成功相关的项目，确保按时交付并达到预期目标
查看英文原文
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 a self-starter with the ability to learn and execute quickly in a dynamic environment
- Communication skills: You are an expert at distilling complex technical concepts into digestible language for customer-facing communication and training
- Attention to detail: You have a keen ability to notice even the smallest errors and are committed to ensuring accuracy and precision in everything you do
- Interest in in-person connection: You are preferably willing and able to travel up to twice per quarter to major U.S. cities to conduct in-person meetings with customers and key contacts
Hiring Locations
We currently 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, Kansas, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, Washington
APAC
Hong Kong
EMEA
United Kingdom
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 benefits
- Employer-supported retirement contributions, varying by country
- Monthly phone and internet reimbursement
- Company-sponsored learning and development resources, department budgets for professional development, and a robust onboarding program
- Various options for medical, dental, and vision insurance
Travel
Occasional travel is required for Ontra employees, including typically at least twice per year to attend team and larger group off-sites for in-person collaboration. For some roles, additional travel may be required based on the requirements of the role and business need.
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 people@ontra.ai.
Personnel Privacy Notice: View here. https://drive.google.com/file/d/1F2P-ne2wJt6kyi9HCuKny8vXOIP6G-2q/view
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.