Senior Enterprise Customer Success Manager

About Bonterra

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.

Employment Type: Full time

Role Overview

Bonterra’s Senior Enterprise Customer Success partners with our most strategic customers to ensure meaningful outcomes and long-term success. This role leads complex engagements, drives strategic planning, and fosters cross-functional collaboration to deliver value at scale.

Essential Functions

Strategic Relationship Management

• Own and deepen strategic relationships with senior/executive-level stakeholders.
• Navigate complex orgs and advise on long-term strategic alignment.
• Serve as the strategic lead for Bonterra’s most complex customer relationships, including executive sponsors and cross-functional decision-makers.
• Proactively manage stakeholder engagement across business units, ensuring long-term alignment and mutual value.

Success Planning & Value Realization

• Drive the development and execution of outcome-based success plans tied to customer business strategies.
• Facilitate executive business reviews to report on KPIs, communicate ROI, and realign on strategic initiatives.

Product Adoption & Education

• Align adoption efforts to the customer’s evolving goals, using usage data and industry trends to recommend enhancements.
• Monitor user engagement and recommend adoption strategies based on usage data.

Cross-Functional Collaboration

• Serve as the strategic liaison across cross-functional teams.
• Influence internal teams and roadmap decisions based on enterprise customer insights.
• Translate enterprise customer needs into actionable insights that inform internal roadmaps and process improvements.

Account Health Monitoring

• Own the health of strategic accounts.
• Analyze trends, segment data, and coordinate internal resources for risk mitigation at scale.
• Identify early signs of risk and collaborate with internal teams to mitigate issues.
• Maintain accurate documentation in CS tools and dashboards.

Renewal & Growth Enablement

• Partner with Commercial teams for enterprise growth and renewal conversations.
• Uncover cross-sell paths, deliver expansion strategy, and influence commercial outcomes.
• Identify strategic growth paths by mapping customer objectives to new product capabilities and services.
• Support account strategy by surfacing unmet needs and potential new use cases.

Customer Advocacy

• Build and manage executive advocates within the account.
• Drive participation in thought leadership, advisory boards, and customer showcases.

Knowledge, Skills & Abilities

Leadership & Navigation Expectations (People Manager & Technical / Professional Expert) – The “What”

• This position does not have people management responsibilities.
• Oversee large-scale initiatives/projects including multi-phased rollouts, integrations, or cross-functional pilots.
• Set timelines, manage resources, and ensure high-touch communication with all stakeholders.
• Manages cross-team, cross-functional, partner and/or customer relationships.

Key Behaviors – The “How”

• Applies strategic thinking to drive impact across customer organizations
• Builds trust-based relationships and tailor engagement to diverse stakeholders
• Collaborates effectively across internal teams to streamline execution
• Communicates clearly and proactively to influence decision-making
• Leverages customer data and insights to inform solutions

Outcome Expectations – The “Impact”

• Drives long-term customer satisfaction and value realization