Senior Customer Success Manager

About the Role

Ontra is seeking a Senior Customer Success Manager to join its growing Customer Success team.

For this job, we are currently only hiring candidates based in the United States, with a preference for candidates in the Eastern or Central time zones.

The position also requires occasional travel to meet with customers and attend industry events up to 15% of the time.

Reporting to our Senior Manager of Customer Success, you will be responsible for promoting the adoption of our innovative SaaS solutions, Insight and Atlas, with our enterprise-level customers in the financial services industry. You will advocate for our customers to ensure they can achieve positive business outcomes throughout their partnership with Ontra. Proactive, energetic, and self-driven, you will strive to understand our customers and work to establish a trusted partnership, enabling companies to stay and grow with Ontra.

What You'll Do

* Relationship management:
Develop deep relationships with stakeholders across Ontra's enterprise customers. Become an expert on your customers' businesses and proactively seek to meet their needs.

* Adoption planning:
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

* Customer retention and growth:
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

* Customer advocacy:
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.

* Project management and critical analysis:
Demonstrate strong project management skills, attention to detail, and a consultative approach to navigating multiple senior client stakeholders and evaluating complex trade-offs.

What You'll Bring

* Experience:

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.

* Strong communicator and executive presence:
Exceptional verbal and written communication skills. Confident in leading client-facing meetings and presentations with diverse, senior-level stakeholders.

* Relationship management skills:
Skilled at building and maintaining trusted relationships with decision-makers and influencers, including C-suite executives.

* Intellectual curiosity and teaching skills:
Naturally curious, with the ability to quickly learn complex concepts and distill them into clear, engaging customer communications and trainings.

* Industry interest:

Experience with and/or interest in legal contracts, legal technology, and the private funds space.