Director, Customer Success

We’re hiring a Director of Customer Success who will lead a Customer Success team that works directly with our Case Management customers across the full customer lifecycle. This role will report to the SVP of Customer Success and be their trusted lieutenant for proactively orchestrating customers’ activation, onboarding, adoption, engagement, value achievement, retention, and expansion.This is an important and exciting role that offers the opportunity to make a significant impact to the thousands of Mission-driven organizations delivering direct services to vulnerable populations. Case Management’s Customer Success department owns the long-term relationship with our customers, and this role directly influences their experience and value realization. The successful candidate will be required to contribute to and deliver on departmental strategies to achieve company objectives and metrics, all while working closely cross-functionally to ensure a positive overall 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:** 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’ experienceWork with CS colleagues to create and refine dashboards and reporting to measure customer health and successCollaborate with colleagues to implement ideas for using our tech stack to create scale for your teams while also improving customer experience and outcomesBe informed of market compensation 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 of customer outcomes and retention strategyDemonstrated ability to build and execute retention strategies at the portfolio level - including early risk identification, escalation frameworks, save plays, and executive engagement to forecast renewals and churn outcomes with accuracyExperience preparing and presenting capacity planning models and forecasts to senior leadershipProven ability to build and operate Experience leading or closely partnering with Digital 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 through organizational 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 on leveraging these tools to build scalable, automated customer programsFor too long, the people behind the scenes of social good have used cumbersome paper and spreadsheets or outdated technology created for sales teams to report on outcomes for their organizations—methods and tools that reduce the amount of time they could spend doing good, fail to uncover valuable insights and details around outcomes of their good work, and even lead to disengagement and turnover.

At Bonterra, we’re changing that. We work with nonprofit organizations, public agencies, corporations, philanthropic organizations, and foundations to help connect with donors and volunteers, distribute grants and funds, drive fundraising and grant acquisition, manage casework, and measure outcomes and impact. Today, Bonterra’s technology enables over 15,000 nonprofit organizations do more

good and powers more than 50% of the Fortune 100’s philanthropic giving efforts. We exclusively cater to the unique needs of social good organizations with intuitive technology, powerful analytics, and easy-to- use reporting. Quite simply: We power those who power social impact. #J-18808-Ljbffr