Director, Customer Success

US Salary Range:$143,000 - $180,000 w/15% annual bonus

About Us

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.

About the Role

We’re hiring a Director of Customer Successwho will lead a Customer Success team that works directly with our Case Management customers across the full customer lifecycle.This role willreport to theSVP of Customer Success andbetheir trustedlieutenantforproactively orchestrating customers’ activation, onboarding, adoption, engagement, value achievement, retention, andexpansion. 

This is animportant andexciting rolethat offers the opportunityto make asignificant impactto the thousands ofMission-driven organizations delivering direct services to vulnerable populations.Case Management’s Customer Success departmentowns the long-term relationship with our customers, and thisrole directlyinfluences their experience andvalue realization.The successful candidate willbe required to contribute to anddeliverondepartmental strategiesto achievecompanyobjectives and metrics, all while working closelycross-functionally toensure a positiveoverall customer experience.The ideal candidate brings strong people management, a data-driven operating mindset, deep familiarity with the full Customer Success lever set, and the ability to build programs that scale without sacrificing customer outcomes.  

Responsibilities: 

ImproveYour Teams’ Delivery of theCustomerJourney 

• Deeply understandCase Management products and howour products and services can be used by customers to achieve their goals / desired outcomes and realize value 

• Define,implement, andmaintaincustomer journeyplaybooks for your teams toconsistently and proactively orchestrate our customers’ journey toward achieving their desired outcomes with our products and services 

• Incorporate self-service and technology-assisted touchpoints that keep customers engaged and progressing toward value at every stage  

• Demonstrate fluency across the full Customer Success lever set - high-touch, pooled, low-touch, and tech-assisted - and know how to sequence and combine them effectively for a mid-market customer base  

• Leverage AI-assisted tools and workflows to improve CS operations - including predictive risk scoring, automated escalation triggers, and intelligent segmentation - and champion practical AI adoption within your team  

• Build a culture of data-driven decision-making, using health scores, product usage signals, and engagement data to forecast risk,identify expansion opportunities, and measure program effectiveness 

Focus onCustomerValue 

• Develop your team's organizational change managementexpertise so they can guide customers through adopting Case Management products and help those customers manage change within their own organizations  

• Implement and promote the Challenger approach among your team members  

• Define, drive, anddemonstrate the customer value (ROI) delivered by Case Management's products and services 

• Hold your team members accountable to deeply understand our customers’goals /desired outcomes andguide those customers toward achieving those outcomes 

• Manage escalations from your direct reports and follow a methodical escalation process to executives when necessary 

DriveCustomerRevenue Expansion 

• Help define CSM involvement during theinitial sale, renewal, and up-sell portions of the customer journey 

• AlignCustomer Success withtheSalesand Marketingteamson renewal and up-sell strategy,ensure smart hand-offs,and help everyone focus oncustomers’ desired outcomes andselling with a retention focus 

• Collaborate with peers to provide feedback to Sales and Marketing ontheirprospecting approach andcompliance with ideal customer profile(s) 

CultivateaCustomer-Centric Culture 

• Foster company-wide culture of Customer Success 

• Support company-wide definition(s) of “ideal customer” by product and segment 

• Contribute to a company-wide customer feedback loop (i.e., Voice of Customer)processes, especially gathering and acting on feedback from other teams and departments (e.g., Support, Renewals & Expansion, Sales, Marketing, Professional Services, Product) to improve our customers’ experience 

• Collaborate with your peers to clarify ownership for each touchpoint andinternalprocess of the customer journey 

• Advocate for changes in other departments’ ways of working and collaborate with them to implement improvements 

Customer SuccessTechStack 

• Be an exemplary user of ourCustomer Successtech stack and promote your team’s and colleagues’ adoption of key processes in ourCStech stackand make itCase Management’s best source of truth for customer health, engagement, and CS metrics 

• Work with CS colleagues to create and refine dashboardsand reportingto measure customer health and success 

• Collaborate with colleaguesto implementideas for using our tech stack to create scalefor your teamswhile also improving customer experience and outcomes 

OwnKeyTeam Metrics and Support Departmental and Company Metrics 

• Customer and revenue retention (gross and net) 

• Product adoption and scaled engagement effectiveness (activation and adoption rates, time to first value, verified outcomes, executive engagement, open and click-through rates, program completion rates, etc.) 

• Customer Success Qualified Leads (CSQLs) 

• Net Promoter Score (NPS) 

• Employee engagement metrics 

Own theFinancialModels and Forecasts forYourTeams 

• Demand and capacity models 

• Budget and expenditure models 

• Retention forecastingand other key metrics (e.g.,risk, churn, up-sell rates) 

• Others as defined over time 

Recruit,Groom, andInspire aWorld-ClassTeam 

• Build a pipeline of great candidates 

• Establish a rigorous interview process 

• Set expectations on performance andprovide constructive,timely feedback to team members 

• Communicate and incent your team members’ individual and team performance 

• Expand training and mentoring to grow your team members 

• Manage out underperformers 

Propose improvements to your team’s organizational structure 

• Define segmentation of the customer portfolio (asappropriate) 

• Implement and improve on the Success competency model, particularly for your team 

• Be informed of market compensation 

AchieveOperationalExcellence 

• Continuously communicate metrics to team 

• Analyze and report on metrics to theSVP, Customer Success,CCO,and other executive stakeholders 

Requirements: 

• Experience in a Customer Success managerial role responsible for revenue retention (GRR/NRR) within a SaaS environment serving Small-to-Medium-Business (SMB) and Mid-Market customers, with direct ownership ofcustomeroutcomes and retention strategy 

• Demonstrated ability to build and execute retention strategies at the portfolio level - including early risk identification, escalation frameworks, save plays, and executive engagementto forecast renewals and churn outcomes with accuracy 

• Experience preparing and presentingcapacity planningmodels and forecasts to senior leadership 

• Proven ability to build andoperateScaled or Tech-Touch CS models, including customer segmentation frameworks that align human intervention levels to customer value, complexity, and lifecycle stage 

• Experience leading or closely partnering withDigital CS or Customer Marketing functions to develop programmatic engagement strategies (e.g., onboarding email sequences, health-based triggers, NPS follow-up workflows) that complement high-touch CSM coverage 

• Demonstrable experience using data to manage Customer Success functions, including customer health scoring, leading indicators of churn, and portfolio-level performance reporting 

• Strong people management skills, with experience leading teams throughorganizational change, including the introduction of new CS models, tooling, or coverage structures 

• Professional-grade communication and presentation skills; comfortable presenting strategy and results to C-level executives 

• Effective organizational change management skills, both internally (team) and externally (customers) 

• Humble and friendly personality with strong listening skills and openness to input from other team members and departments 

• An extreme sense of ownership for assigned responsibilities 

• Superior technology skills, especially with applications across the CS tech stack (e.g., Salesforce, Pendo, Zendesk, Five9,AskNicely,FullStory, Intercom), with particular emphasis onleveraging these tools to build scalable, automated customer programs 

 At Bonterra, we’re building AI-powered tools to solve real human challenges—and we want teammates who share that enthusiasm. We value people who will champion AI and bring diverse perspectives from different industries, backgrounds, and cultures. Together, we create AI that breaks down barriers, empowers communities, and delivers better outcomes.
 

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

____________________________________________________________________________________

Our Culture

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 culturehere.

Compensation & Benefits

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

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.

____________________________________________________________________________________

Equal Opportunity & Accommodations

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, pleasesubmit a request.