US Salary Range: $143,000 - $175,000 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 lieutenant for 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 on departmental 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: 

Improve Your 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 maintain customer 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 

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