Director, Customer Success

Bonterra

Base: $143,000 - $175,000; bonus: 15% annual bonus...
Not specified in the job posting.
Saas customer success management experience
Revenue retention strategy (grr/nrr)
Scaled tech-touch cs model implementation
Bonterra is seeking a Director of Customer Success to lead a team focused on enhancing customer engagement and retention for their Case Management products. The role involves strategic oversight of customer journeys, utilizing data-driven approaches to drive client success and revenue growth

Job Summary

  • Bonterra aims to increase the giving rate as a percentage of GDP from 2% to 3% by 2033 through technology and expertise.
  • The Director will lead a team orchestrating the full customer lifecycle including activation, onboarding, adoption, and value realization for Case Management customers.
  • The role requires leveraging AI tools for predictive risk scoring and automated escalation triggers while fostering a culture of data-driven decision-making.

Matching Summary

Match Score: 85

Bonterra is seeking a Director of Customer Success to lead a team focused on enhancing customer engagement and retention for their Case Management products. The role involves strategic oversight of customer journeys, utilizing data-driven approaches to drive client success and revenue growth.

Salary

Base: $143,000 - $175,000; Bonus: 15% annual bonus; Benefits: Comprehensive package including health, well-being, growth, equity, and incentives

Skills & Requirements

Must-have

  • SaaS Customer Success management experience
  • Revenue retention strategy (GRR/NRR)
  • Scaled tech-touch CS model implementation
  • Customer health scoring and risk forecasting
  • AI-assisted workflow adoption
  • Mid-market customer portfolio management

Nice-to-have

  • Challenger sales approach expertise
  • Organizational change management skills
  • Humble and friendly personality
  • Diverse industry background perspective
  • Strong cross-functional collaboration
  • Voice of Customer program leadership

Key Requirements

  • Managerial experience in SaaS Customer Success
  • Direct ownership of GRR/NRR metrics
  • Experience with SMB and Mid-Market segments
  • Capacity planning and forecasting skills
  • No sponsorship eligibility required

Work Rights

Must have US work authorization without sponsorship

Tailored Resume

Cover Letter