Director, Customer Success

Bonterra • Remote (United States) • 14h ago

US Salary Range: $143,000 - $175,000 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 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 lieutenantfor 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 ondepartmental 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:

ImproveYour Teams’ Delivery of the Customer Journey

Deeply understand Case Management products and how our products and services can be used by customers to achieve their goals / desired outcomes and realize value

Define,implement, and maintaincustomer journey playbooks for your teams to consistently 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 management expertise 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, and demonstrate 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 and guide those customers toward achieving those outcomes

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

Drive Customer Revenue Expansion

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

Align Customer Success with the Sales and Marketing teams on renewal and up-sell strategy,ensure smart hand-offs, and help everyone focus on customers’ desired outcomes and selling with a retention focus

Collaborate with peers to provide feedback to Sales and Marketing on their prospecting approach and compliance with ideal customer profile(s)

Cultivate a Customer-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 and internal process of the customer journey

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

Customer Success Tech Stack

Be an exemplary user of our Customer Success tech stack and promote your team’s and colleagues’ adoption of key processes in our CS tech stackand make it Case Management’s best source of truth for customer health, engagement, and CS metrics

Work with CS colleagues to create and refine dashboards and reporting to measure customer health and success

Collaborate with colleagues to implement ideas for using our tech stack to create scale for your teams while also improving customer experience and outcomes

Own Key Team 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 the Financial Models and Forecasts for Your Teams

Demand and capacity models

Budget and expenditure models

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

Others as defined over time

Recruit, Groom, and Inspire a World-Class Team

Build a pipeline of great candidates

Establish a rigorous interview process

Set expectations on performance and provide 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 (as appropriate)

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

Be informed of market compensation

Achieve Operational Excellence

Continuously communicate metrics to team

Analyze and report on metrics to the SVP, Customer Success,CCO, and other executive stakeholders

Qualifications:

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 strategy

Demonstrated 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 accuracy

Experience preparing and presenting capacity planning models and forecasts to senior leadership

Proven ability to build and operateScaled 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 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 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 betteroutcomes.

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

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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 culture here.

Compensation & Benefits

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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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, please submit a request.