Enterprise Customer Success Manager

4 days ago

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Bonterra

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

🤝 Non-profit

🌍 Social Impact

Description

• Manage ongoing client relationships as a product and best practice expert for Bonterra's top clients to effectively drive high client retention, loyalty and satisfaction. • Monitor client health and engagement using internal dashboards and regular health checks to proactively identify at-risk clients and establish retention and success plans moving forward • Engage with client stakeholders to identify, define, track and measure the overall impact of Bonterra's software to the organization • Keep abreast of funding, policy and organization changes impacting top clients • Provide visibility, internal awareness and advocacy regarding client health, drivers of attrition, and needs cross-departmentally • Identify opportunities to better retain clients based on client size, length of service, and other factors • Collaborate with the sales organization to map complex organizations and ensure a successful client lifecycle with opportunities for renewal, cross-sell and upsell • Develop, prepare, and nurture clients for advocacy and reference ability • Serve as internal though leader on working with Bonterra's largest clients • Continuously improve internal processes, technologies, and workflow to enrich client experience, maximize efficiency of internal teams, and drive results

Requirements

• 3-5 years client facing experience in a Customer Success role. • 2 years experience working with enterprise level clients. • Demonstrated ability to thrive in a dynamic, fast-paced environment. • Exceptional ability to engage and communicate with clients, actively listen for feedback, and lead challenging conversations with clients toward positive outcomes. • Excellent organizational skills and a passion for process and business systems, as well as process improvement ideation. • Proven ability to collaborate and build strong relationships with the mid and senior level executives across functions within the client's business. • Exceptional communication and interpersonal skills for internal and external relationship building. • Experience with CRM systems (Salesforce or Gainsight preferred)

Benefits

• Generous Flexible Time Off (FTO) Policy • Up to 15 paid company holidays including some commemorating social justice events and self-care • Paid volunteer time • Resources for savings and investments • Paid parental leave • Paid sick leave • Health, vision, dental, and life insurance with additional access to health and wellness programs. • Opportunities to learn, develop, network, and connect