Senior Customer Success Manager, Investment Banking

Ontra provides AI-powered solutions for private markets, automating critical workflows across the fund lifecycle. The Senior Customer Success Manager will support the Investment Banking team by managing customer relationships, driving retention and growth, facilitating customer journeys, and serving as a trusted solutions-based partner. The role also involves cross-functional collaboration, customer success operations, and occasional travel for in-person client meetings.

Responsibilities:

• Collaboration: Work closely with other Customer Success Managers and cross-functionally with Customer Success, Sales, our Lawyer Network, and Product Operations to enhance customer relationships, support the day-to-day operations of the Customer Success team, and address account-specific challenges
• 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

Requirements:

• • 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 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 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
• For this job, we are currently only hiring candidates based in the United States
• 3+ years of experience in an investment banking environment is strongly preferred
• Candidates with 4+ years of customer-facing experience in the financial services industry will also be considered, ideally with exposure to non-disclosure agreements and other routine deal-related documentation