Customer Success Manager

Posted 9 days agoViewed

💎 Seniority level: Manager, 2+ years

📍 Location: United States, Hong Kong, United Kingdom

💸 Salary: 76800.0 - 107200.0 USD per year

🔍 Industry: Legal Tech

🏢 Company: Ontra👥 101-250💰 $200,000,000 Series B over 3 years agoLegal Tech Document Management Information Technology Legal Software

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: Project ManagementCommunication SkillsCustomer serviceRESTful APIsPresentation skillsWritten communicationExcellent communication skillsAccount ManagementVerbal communicationClient relationship managementRelationship managementSales experienceCustomer SuccessSaaS

Requirements:

2+ years of experience in customer success, with a preference for backgrounds in law firms, legal tech companies, or B2B SaaS companies.
Proven track record of managing difficult customer challenges and translating business requirements into actionable success plans
Strong communicator and executive presence: excellent verbal and written communication skills. Can lead client-facing meetings and presentations with multiple diverse stakeholders of varying seniority stakeholders easily
Skilled at building relationships with decision-makers and influencers, including C-suite executives
Can learn and distill complex technical concepts into digestible customer-facing communication and training
Experience with and/or interest in legal contracts, legal technology, and the private funds space
Highly organized and detail-oriented, capable of managing multiple tasks and projects efficiently

Responsibilities:

Develop deep relationships with stakeholders across Ontra’s customers.
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 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.

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