Customer Reference Program Manager

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $75k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

👻 Ghost score 0%

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Bonterra

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

🤝 Non-profit

🌍 Social Impact

B2B • Non-profit • Social Impact

Bonterra is a company that provides purpose-built software solutions designed to enhance the impact and efficiency of nonprofits, corporations, foundations, and public agencies. Their products include tools for corporate social responsibility, strategic philanthropy, employee engagement, grants management, case management, and fundraising. Bonterra empowers organizations with the software, coaching, and expertise needed to maximize their social impact and streamline their operations. The company focuses on serving changemakers aiming to improve social good, expand their supporter base, and achieve greater community outcomes.

📋 Description

• Own live deal support from request intake and qualification through matching, customer outreach, scheduling, briefing, and follow-up • Build repeatable request workflows with request types, priorities, required information, service-level agreements, escalation paths, and ownership • Establish demand and fulfillment baselines, document workflows, and remove recurring bottlenecks before automation • Match customers based on nonprofit mission, NTEE code/category, segment, products in use, competitor displaced, AI and technology stack, buyer persona, and geography • Identify coverage gaps with Sales and Customer Success and qualify reference customers against deal needs • Run Champion HQ, including rosters, profiles, matching rules, workflows, permissions, and Salesforce-connected ROI reporting • Resolve Champion HQ automation and data gaps with system owners • Maintain reporting for Opportunity Type = New Logo and Opportunity Subtype = New Sale • Mine Peerbound and other customer voice sources for relevant evidence and potential references • Maintain source traceability, approvals, freshness, and delivery of approved proof for sellers • Design, test, and operate AI-assisted triage, matching shortlists, first-draft assets, and proof assembly • Define AI workflow source requirements, review checkpoints, exception handling, and quality checks • Measure time saved, rework, seller impact, fill rate, time-to-fulfill, adoption, fatigue, influenced pipeline, and ARR • Partner with RevOps to assess win-rate and sales-cycle differences on referenced deals • Evaluate Champion HQ and Peerbound and recommend the 2027 operating model and technology stack • Coordinate with Sales, Customer Advocacy, Customer Success, Product Marketing, RevOps, Legal, and Commercial AI • Enable sellers on the request path and reusable proof • Protect customer consent, participation limits, quote and logo restrictions, and legal approvals

🎯 Requirements

• 4+ years of relevant B2B SaaS experience in customer references, advocacy operations, sales enablement, or commercial programs • Direct ownership of reference requests supporting active sales opportunities • Hands-on experience operating a reference platform such as Champion HQ or ReferenceEdge • Hands-on experience with a customer-proof platform such as Peerbound or a close equivalent • Fluent in Salesforce opportunity fields, report filters, and data validation • Experience building clear intake rules, matching criteria, service levels, documentation, and reporting • Experience applying generative AI, knowledge bases, and workflow automation to program operations • Ability to validate AI outputs and measure quality, time saved, and business impact • Strong customer judgment and relationship skills, including managing expectations and consent • Clear, concise writing skills and ability to create seller briefs and one-pagers • Ability to own priorities independently and work through incomplete data and evolving processes • Direct administration of Champion HQ and hands-on use of Peerbound strongly preferred • Experience in nonprofit or social-good markets, including mission-based segmentation and NTEE taxonomies • Experience with Gong or other call intelligence tools, content repositories, and review-site content • Experience building reference ROI reporting or evaluating software vendors against an in-house operating model • Experience connecting AI workflows to CRM, call intelligence, or content systems through no-code tools or integration requirements • Must not require current or future sponsorship for employment authorization in the United States

🏖️ Benefits

• Comprehensive benefits package supporting health, well-being and growth • Potential bonuses, incentives, and equity as part of the total rewards package • Equal employment opportunities • Reasonable accommodation during the application process