Director, Customer Success

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.

Are you passionate about ensuring customers achieve measurable success through exceptional engagement, streamlined processes, and effective use of systems? Do you thrive in dynamic, mission-driven environments where your leadership directly influences key business outcomes like retention, growth, and customer satisfaction? If so, we invite you to explore this impactful leadership opportunity. 

What You’ll Do 

• Lead and manage a team of Enterprise Customer Success Managers focused on client health, satisfaction, and overall success. Set clear expectations and develop accountability practices that align with organizational goals. 

• Define and track key customer success metrics, health scores, and operational KPIs. Build and maintain robust reporting models to monitor progress and support continuous improvement. 

• Act as a senior point of contact for customer escalations and executive engagements. Develop trusted advisor relationships with key stakeholders to ensure strategic alignment and long-term success. 

• Optimize and implement scalable systems and workflows across departments to improve operational efficiency and outcome consistency. Lead cross-functional initiatives that reduce friction and enhance the customer journey. 

• Increase adoption, engagement, and satisfaction by helping customers derive ongoing value from our products. Drive proactive initiatives that improve account health and long-term loyalty. 

• Collaborate with Product, Support, Sales, and Development teams to create a unified, customer-first culture. Align goals across teams to support communication, product evolution, and forecasting accuracy. 

• Contribute to annual planning, budgeting, and strategic direction for the Customer Success function. Champion process improvements that elevate the team’s impact and effectiveness. 

Requirements

• 7–10 years of experience managing senior/enterprise level Customer Success or similar functions across diverse client segments and product portfolios. Minimum of 3 years in a direct people management role. 

• Demonstrated success in managing and reporting on KPIs, metrics dashboards, and operational planning. Strong understanding of client lifecycle stages. 

• Proven ability to engage and influence C-level stakeholders internally and externally. Skilled at managing escalations with diplomacy and clarity. 

• Experience implementing and improving customer systems (e.g., CRM, CSM platforms). Deep understanding of how to leverage tools for automation, reporting, and process design. 

• Experience working with or in mission-oriented organizations, public sector entities, or nonprofits is a strong plus. 

• Expertise in Corporate Social Responsibility is an asset, but not required. 

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

Compensation

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and