Enterprise Customer Success Manager

Bonterra

8d•$90,500 - $120,000

About The Position

The Enterprise Client Success Manager will own the ongoing client experience, with a focus on ensuring the deep and successful adoption of our suite of SaaS products our largest customers, 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 renewals.

Requirements

3-5 years of client facing experience in a Customer Success role working with Fortune 500 and/or other large, complex organizations.
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 Salesforce, Gainsight, or equivalent CRM systems.

Nice To Haves

Demonstrated experience supporting Corporate Social Responsibility (CSR) initiatives, programs, or cross-functional CSR teams.

Responsibilities

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