Enterprise Customer Success Manager

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 and reference 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.
• 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.

Compensation
The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.
US Base Salary Range: $110,000 - $115,000
Please note that the compensation range and benefits specified in this job posting is applicable to candidates based in the United States. For international applicants, actual salary offers and benefit plans may vary based on the local market compensation standards and will be determined in accordance with regional considerations, including but not limited to applicable laws, cost of living, and industry norms.
We will be accepting applications for the role until 8/17/2024
Our Culture: Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.
Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy
• Up to 15 paid company holidays including some commemorating social justice events and self-care
• Paid volunteer time
• Resources for savings and investments
• Paid parental leave
• Paid sick leave
• Health, vision, dental, and life insurance with additional access to health and wellness programs.
• Opportunities to learn, develop, network, and connect

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.