Director, Customer Success

🔥 17 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🌽 Illinois, Nevada, +2 more states – Remote

🌽 Illinois – Remote 🎰 Nevada – Remote ❄️ Minnesota – Remote ⚔️ Virginia – Remote

💵 $143k - $180k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Lead the Customer Success team serving Case Management customers across the full customer lifecycle • Report to the SVP of Customer Success and orchestrate activation, onboarding, adoption, engagement, value achievement, retention, and expansion • Define, implement, and maintain customer journey playbooks • Incorporate self-service, technology-assisted touchpoints, and AI-assisted workflows into Customer Success operations • Use health scores, product usage signals, and engagement data to forecast risk, identify expansion opportunities, and measure program effectiveness • Develop organizational change management expertise within the team and promote the Challenger approach • Define and demonstrate customer value and ROI delivered by Case Management products and services • Manage escalations and establish executive escalation processes • Align Customer Success with Sales and Marketing on renewals, upsells, handoffs, and customer outcomes • Foster a company-wide customer-centric culture and Voice of Customer feedback processes • Own Customer Success technology stack adoption, dashboards, reporting, and scalable programs • Own retention, product adoption, engagement, CSQL, NPS, and employee engagement metrics • Own demand, capacity, budget, expenditure, and retention forecasting models • Recruit, develop, coach, and manage a world-class team • Propose organizational structures, define customer segmentation, and improve the Success competency model • Communicate metrics and report to the SVP of Customer Success, CCO, and 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 • Demonstrated ability to build and execute portfolio-level retention strategies, including early risk identification, escalation frameworks, save plays, and executive engagement • Experience preparing and presenting capacity planning models and forecasts to senior leadership • Proven ability to build and operate Scaled or Tech-Touch Customer Success models and customer segmentation frameworks • Experience leading or closely partnering with Digital CS or Customer Marketing functions on programmatic engagement strategies • Demonstrable experience using data for customer health scoring, churn indicators, and portfolio-level performance reporting • Strong people management skills and experience leading teams through organizational change • Professional-grade communication and presentation skills; comfortable presenting strategy and results to C-level executives • Effective organizational change management skills internally and externally • Strong listening skills and openness to input • Superior technology skills across the Customer Success tech stack, especially Salesforce, Pendo, Zendesk, Five9, AskNicely, FullStory, and Intercom • Must not require current or future sponsorship for employment authorization

🏖️ Benefits

• 15% annual bonus • Comprehensive benefits package supporting health, well-being and growth • Bonuses, incentives, and equity may be included in the total rewards package • Equal employment opportunities and reasonable accommodation during the application process