Enterprise Customer Success Manager

Bonterra

1d

About The Position

This Enterprise Customer Success Manager (ECSM) owns the end-to-end success of Bonterra’s largest and most strategic customers. This role is responsible for driving retention, growth, and measurable client outcomes by combining strong account leadership with deep expertise in CSR, employee engagement, and social impact programs. You will serve as both a strategic advisor and execution partner—guiding clients from implementation through long-term adoption and expansion—while helping them build high-impact, engaging programs that deliver measurable business and social value.

Requirements

• 5–10 years of experience in Customer Success, Partner Success, or Account Management in SaaS or a related field
• Proven track record managing enterprise or Fortune 500 customers with strong retention and satisfaction outcomes
• At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

Responsibilities

• Own Enterprise Client Success & Business Outcomes
• Manage a portfolio of Bonterra’s largest, most complex customers, driving retention, satisfaction, and expansion
• Define success metrics with clients and regularly track progress against business, engagement, and social impact goals
• Establish and maintain strong relationships with executive stakeholders and program owners
• Monitor client health and engagement, proactively identifying risks and executing retention and success plans
• Stay informed on client-specific dynamics (e.g., funding, policy, organizational changes) and adjust strategy accordingly
• Drive Program Strategy, Adoption & Engagement
• Serve as a product and domain expert across Bonterra’s platform, advising on best practices for CSR, employee engagement, and social impact programs
• Partner with clients to design and evolve impactful programs, including giving, volunteering, DEI, and community engagement initiatives
• Provide strategic guidance on campaign planning, social impact calendars, and key moments (e.g., disaster response, seasonal campaigns)
• Enable client stakeholders (admins, ambassadors, ERG leaders) through training, content, and ongoing coaching to maximize adoption and engagement
• Deliver insights and recommendations to improve participation, outcomes, and overall program effectiveness
• Lead Cross-Functional Execution
• Collaborate with Sales on account planning, renewals, and expansion opportunities (cross-sell/upsell)
• Partner with Product to provide client feedback, influence roadmap priorities, and represent the voice of the customer
• Work with Marketing and Nonprofit teams to deliver relevant content, campaigns, and nonprofit partnerships that enhance client programs
• Coordinate with Support, Implementation, and Technical teams to ensure seamless client experience and issue resolution
• Act as a Strategic Voice of the Customer
• Provide internal visibility into client health, risks, and growth opportunities
• Identify patterns and insights across enterprise clients to inform segmentation, playbooks, and go-to-market strategy
• Develop clients into advocates, references, and champions within the Bonterra ecosystem
• Elevate the Function & Scale Impact
• Mentor and support other Customer Success team members on enterprise account strategy and program execution
• Contribute to the development of playbooks, frameworks, and scalable success motions
• Bring proactive ideas to improve team processes, client experience, and cross-functional collaboration
• Contribute to Bonterra’s thought leadership in CSR, social impact, and employee engagement

Benefits

• We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.
• Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms.
• Pay is determined by location, skills, experience, and education, and is one part of Bonterra’s total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed