Director, Customer Success
About this role
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 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
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 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.
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.
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.
Originally posted on Himalayas
