Customer Success Operations Manager
OntraAbout Ontra
Ontra is the global leader in AI legal tech for private markets. Powered by industry-leading AI, data from 1M+ contracts, and a global network of legal professionals, Ontra's private markets technology platform streamlines and optimizes critical legal and compliance workflows across the full fund lifecycle. Ontra’s purpose-built solutions automate contracts, streamline obligation management, digitize entity management, and surface insights. Trusted by more than 800 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 to them.
Our Culture
Ontra is a remote-first company that values the power of connection. We find innovative ways to stay connected, both virtually and in person. By promoting ownership, inspiring creativity, and championing collaboration, Ontra enables you to shape your impact and growth. Our commitment to innovation extends beyond our technology; it’s embedded in our culture, and AI plays a crucial role in everything we do.
Our culture is one where belonging is the cornerstone of every interaction, rooted in acceptance and respect for all. Our commitment to inclusion begins at the application process, ensuring a fair and equitable hiring experience that values the unique contributions you bring from day one.
For this job, we are currently only hiring candidates based in the United States. For more information on where we employ, please see below.
About the Role
Ontra is seeking a Customer Success Operations Manager reporting to our Manager, Customer Success Operations.
We’re looking for someone excited to streamline and optimize Gainsight, drive strategic customer success initiatives, and enhance overall operational efficiency.
If you are an analytical thinker with a knack for problem-solving, detail-oriented in maintaining data integrity, an excellent communicator who can clearly express the significance of your findings, a curious mind eager to explore data from multiple angles, and a collaborative team player capable of working seamlessly across departments, we’d love to get to know you!
What You’ll Do
- Gainsight Administration: Oversee the setup and maintenance of user accounts, permissions, and roles, ensuring optimal system operation and user accessibility.
- Data Integrity: Monitor and correct discrepancies in customer records to maintain high-quality and accurate data within Gainsight.
- System Configuration: Customize dashboards, reports, and widgets while updating workflows and CTAs to meet evolving business requirements.
- Feature Implementation: Assist with the introduction of new features and minor modifications in the Gainsight system to enhance functionality.
- Cross-Functional Collaboration: Partner with internal stakeholders to ensure alignment of Gainsight processes with overarching business objectives.
- Process Enhancement: Contribute to cross-functional projects aimed at improving Gainsight processes and customer success initiatives.
What You’ll Bring
- Experience: 3+ years of Gainsight experience required, including 3 years with Customer Success Operations.
- Technical Skills: Proficiency in Salesforce, Snowflake, Zendesk, and Gainsight API preferred.
- Gainsight Certification: Possession of a Gainsight certification is a nice-to-have.
Pay Transparency
Ontra takes individual candidate location, experience, and skills into consideration when determining compensation. The base pay range is listed below.
Some positions may be eligible for additional compensation, such as commission, variable compensation, profits interest units, or other equity-based compensation, which are not included in the below base pay range.
If you are selected to participate in our interview process, your Talent Acquisition Partner will share more details about the total compensation package for the role.
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, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington
APAC
Hong Kong
EMEA
United Kingdom
Benefits Snapshot
- Remote-first working policy, with office hubs in SF, 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 LinkedIn Learning accounts, department budgets for professional development, and 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.
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.
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