Bonterra · 23 hours ago

Enterprise Customer Success Manager

Remote, United States

Full-time

Remote

Mid Level

$60K/yr - $120K/yr

3+ years exp

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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 thought 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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Client Success ManagementEnterprise Client ExperienceCRM Systems SalesforceCRM Systems GainsightProcess ImprovementStakeholder EngagementDynamic Environment Adaptability

Required

3-5 years client facing experience in a Customer Success role.

2 years experience working with enterprise level clients.

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.