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Bonterra · 4 days ago

EA-Customer Success Manager

United States

Full-time

Remote

Mid Level

$75K/yr - $102K/yr

4+ years exp

Bonterra is a technology platform dedicated to advancing democratic and progressive causes. The Customer Success Manager will be responsible for managing ongoing client relationships, ensuring successful adoption of SaaS products, and driving long-term value for clients.

Information TechnologySoftware

No H1B

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

Qualification

Client Success ManagementCRM Systems SFDCCRM Systems GainsightProcess ImprovementClient EngagementCampaign Advocacy ExperienceInterpersonal SkillsOrganizational SkillsCommunication Skills

Required

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)