Key skills
Customer success experienceB2B SaaS experienceProject management skillsRelationship managementcommunication skillsIntellectual curiosityLegal technology interestCAISaaSProject ManagementCommunicationCustomer Success
About this role
Ontra is the leader in AI-powered solutions for the private markets, and they are seeking a Senior Customer Success Manager to join their growing Customer Success team. This role involves promoting the adoption of Ontra's innovative SaaS solutions with enterprise-level customers and ensuring they achieve positive business outcomes throughout their partnership with Ontra.
Responsibilities:
- Develop deep relationships with stakeholders across Ontra’s enterprise customers. Become an expert on your customers' businesses and proactively seek to meet their needs
- Develop, communicate, and execute adoption plans; consult the customer to meet individual needs and timelines, mitigate potential risks, and ensure they are deriving value from our products
- Perform strategic business reviews and develop joint success plans with customers to align on measurable objectives and outcomes; Identify churn risk and work to eliminate that risk actively; Identify and nurture up-sell and cross-sell opportunities
- Function as the voice of the customer and provide internal feedback on how Ontra can better serve our enterprise customers. Influence internal stakeholders to deliver outcomes that help both our customers and the broader business
- Demonstrate strong project management skills, attention to detail, and a consultative approach to navigating multiple senior client stakeholders and evaluating complex trade-offs
Requirements:
- 5+ years of customer success experience, including at least 3 years in an enterprise CSM role
- Experience in either B2B SaaS or private markets (e.g., financial services, asset management, or similar) strongly preferred
- Proven ability to navigate complex customer relationships and translate business requirements into actionable success plans
- Exceptional verbal and written communication skills
- Confident in leading client-facing meetings and presentations with diverse, senior-level stakeholders
- Skilled at building and maintaining trusted relationships with decision-makers and influencers, including C-suite executives
- Naturally curious, with the ability to quickly learn complex concepts and distill them into clear, engaging customer communications and trainings
- Experience with and/or interest in legal contracts, legal technology, and the private funds space