EA-Customer Success Manager

Bonterra Tech • Columbia, DC

5d

About The Position

The Customer Success Manager will own the ongoing client experience, with a focus on ensuring the deep and successful adoption of our suite of SaaS products for NGP VAN clients, and driving long-term value aligned with our clients’ mission-focused outcomes. This position will monitor the ongoing health and satisfaction of your book of clients and establish a cadence for client interactions that ensure each client is fully optimized on their existing deployed solutions and successfully renews.

Requirements

• 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 mid- and senior level executives across functions within the client
• Exceptional communication and interpersonal skills for internal and external relationship building
• Able to travel for client onsite visits or events as required
• Experience with SFDC, Gainsight, or equivalent CRM systems
• 4+ years of client-facing experience in a Client Success, Sales, Account Management or Project Management role
• 2+ years of experience in the campaign or policy advocacy space (Required)

Responsibilities

• Manage ongoing client relationships as a product and best practice expert for NGP VAN 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
• Play a supporting role in the client renewals process with clients, with a focus on high net retention with opportunities for renewal, cross-sell and upsell
• Engage with client stakeholders to identify, define, track and measure the overall impact of NGP VAN software to the organization
• Keep abreast of funding, policy and organization changes impacting your 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
• Identify clients for advocacy and reference ability
• Execute, as directed, on team improvements to internal processes, technologies, and workflow to enrich client experience, maximize efficiency of internal teams, and drive results

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees