Customer Success Manager

Overview

Are you a passionate innovator looking to harness the power of technology to do more good? You’ve come to the right place. At Bonterra, our purpose is to power those who power social impact. To that end, we serve the people who make social good possible—the doers behind the scenes across nonprofits, public agencies, corporations, philanthropic organizations, and foundations.

As the second-largest and fastest-growing social good software company in the world, Bonterra brings together leading solutions from CyberGrants, EveryAction, Network for Good, Social Solutions, and their respective entities. By bringing our intuitive technology and expertise together, Bonterra will enable unprecedented connectivity between social good organizations and their community of supporters and constituents. This will reshape philanthropic giving, empower digital transformation, and bring the social good sector the technology it needs to accelerate lasting social change.

We are currently operating as a remote workforce and have equipped our teams with the technology to stay connected to each other and our customers.

Responsibilities & Requirements

The Customer Success Manager will own the ongoing client experience, with a focus on ensuring the deep and successful adoption of our suite of SaaS products for nonprofits, 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 renews.

What You’ll Do

• Manage ongoing client relationships effectively to 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

• Own all aspects of the client renewals process, with a focus on high net retention

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

• 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 ensure a successful client lifecycle with opportunities for renewal, cross-sell and upsell

• Develop, prepare, and nurture clients for advocacy and referenceability

• Drive client participation in Social Solutions communities and use of available knowledge base and online support tools

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

Requirements:

• Bachelor’s degree

• 3+ years of client facing experience in a Client Success, Sales, Account Management or Project Management 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 mid- and senior level executives across functions within the client

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

• Willingness to travel up to 20% for client meetings

• Experience with SFDC, Gainsight, or equivalent CRM systems is a plus

• Experience with nonprofit or public-sector clients is a plus

• Familiarity with client success management platforms, online community and portal tools, self-service tools, on-line training tools, etc. preferred but not required

About Us

​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.

Some of our comprehensive and competitive benefits include:

• Generous PTO policy

• Equity for ALL regular, full-time employees from individual contributors to management – share in our success!

• 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

• Health, vision, dental, and life insurance with additional access to health and wellness programs.

• Opportunities to learn, develop, network, and connect

• When we can—company-sponsored events and swag!!