Enterprise Customer Success Manager

US Base Salary: $90,500 - $120,000

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

The Enterprise Client Success Manager will own the ongoing client experience, with a focus on ensuring the deep and successful adoption of our suite of SaaS products our largest customers, and driving long-term value aligned with our clients' mission-focused outcomes. This position will monitor the ongoing health and satisfaction of your book of clients and establish a cadence for client interactions that ensure each client is fully optimized on their existing deployed solutions and successfully renewals.

What You'll Do

• Manage ongoing client relationships as a product and best practice expert for Bonterra's top clients to effectively drive high client retention, loyalty and satisfaction.

• Monitor client health and engagement using internal dashboards and regular health checks to proactively identify at-risk clients and establish retention and success plans moving forward

• Engage with client stakeholders to identify, define, track and measure the overall impact of Bonterra's software to the organization

• Keep abreast of funding, policy and organization changes impacting top clients

• Provide visibility, internal awareness and advocacy regarding client health, drivers of attrition, and needs cross-departmentally

• Identify opportunities to better retain clients based on client size, length of service, and other factors

• Collaborate with the sales organization to map complex organizations and ensure a successful client lifecycle with opportunities for renewal, cross-sell and upsell

• Develop, prepare, and nurture clients for advocacy andreference ability

• Serve as internal though leader on working with Bonterra's largest clients

• Continuously improve internal processes, technologies, and workflow to enrich client experience, maximize efficiency of internal teams, and drive results

Requirements

• 3-5 years of client facing experience in a Customer Success role working with Fortune 500 and/or other large, complex organizations.

• Demonstrated ability to thrive in a dynamic, fast-paced environment.

• Exceptional ability to engage and communicate with clients, actively listen for feedback, and lead challenging conversations with clients toward positive outcomes.

• Excellent organizational skills and a passion for process and business systems, as well as process improvement ideation.

• Proven ability to collaborate and build strong relationships with the mid and senior level executives across functions within the client's business.

• Exceptional communication and interpersonal skills for internal and external relationship building.

• Experience with Salesforce, Gainsight, or equivalent CRM systems.

Preferred Qualifications:

• Demonstrated experience supporting Corporate Social Responsibility (CSR) initiatives, programs, or cross-functional CSR teams.

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

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At Bonterra, we're innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. At Bonterra, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here.

We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.

Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms. Pay is determined by location, skills, experience, and education, and is one part of Bonterra's total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

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At Bonterra, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation during the application process, please submit a request.