Director, Customer Success

Bonterra

5d•$143,000 - $175,000

About The Position

We’re hiring a Director of Customer Success who will lead a Customer Success team that works directly with our Case Management customers across the full customer lifecycle. This role will report to the SVP of Customer Success and be their trusted lieutenant for proactively orchestrating customers’ activation, onboarding, adoption, engagement, value achievement, retention, and expansion. This is an important and exciting role that offers the opportunity to make a significant impact to the thousands of Mission-driven organizations delivering direct services to vulnerable populations. Case Management’s Customer Success department owns the long-term relationship with our customers, and this role directly influences their experience and value realization. The successful candidate will be required to contribute to and deliver on departmental strategies to achieve company objectives and metrics, all while working closely cross-functionally to ensure a positive overall customer experience. The ideal candidate brings strong people management, a data-driven operating mindset, deep familiarity with the full Customer Success lever set, and the ability to build programs that scale without sacrificing customer outcomes.

Requirements

Experience in a Customer Success managerial role responsible for revenue retention (GRR/NRR) within a SaaS environment serving Small-to-Medium-Business (SMB) and Mid-Market customers, with direct ownership of customer outcomes and retention strategy
Demonstrated ability to build and execute retention strategies at the portfolio level - including early risk identification, escalation frameworks, save plays, and executive engagement to forecast renewals and churn outcomes with accuracy
Experience preparing and presenting capacity planning models and forecasts to senior leadership
Proven ability to build and operate Scaled or Tech-Touch CS models, including customer segmentation frameworks that align human intervention levels to customer value, complexity, and lifecycle stage
Experience leading or closely partnering with Digital CS or Customer Marketing functions to develop programmatic engagement strategies (e.g., onboarding email sequences, health-based triggers, NPS follow-up workflows) that complement high-touch CSM coverage
Demonstrable experience using data to manage Customer Success functions, including customer health scoring, leading indicators of churn, and portfolio-level performance reporting
Strong people management skills, with experience leading teams through organizational change, including the introduction of new CS models, tooling, or coverage structures
Professional-grade communication and presentation skills; comfortable presenting strategy and results to C-level executives
Effective organizational change management skills, both internally (team) and externally (customers)
Humble and friendly personality with strong listening skills and openness to input from other team members and departments
An extreme sense of ownership for assigned responsibilities
Superior technology skills, especially with applications across the CS tech stack (e.g., Salesforce, Pendo, Zendesk, Five9, AskNicely, FullStory, Intercom), with particular emphasis on leveraging these tools to build scalable, automated customer programs

Responsibilities

Improve Your Teams’ Delivery of the Customer Journey
Focus on Customer Value
Manage escalations from your direct reports and follow a methodical escalation process to executives when necessary
Drive Customer Revenue Expansion
Help define CSM involvement during the initial sale, renewal, and up-sell portions of the customer journey
Cultivate a Customer-Centric Culture
Foster company-wide culture of Customer Success
Customer Success Tech Stack
Be an exemplary user of our Customer Success tech stack and promote your team’s and colleagues’ adoption of key processes in our CS tech stack and make it Case Management’s best source of truth for customer health, engagement, and CS metrics
Own Key Team Metrics and Support Departmental and Company Metrics
Customer and revenue retention (gross and net)
Product adoption and scaled engagement effectiveness (activation and adoption rates, time to first value, verified outcomes, executive engagement, open and click-through rates, program completion rates, etc.)
Customer Success Qualified Leads (CSQLs)
Net Promoter Score (NPS)
Employee engagement metrics
Own the Financial Models and Forecasts for Your Teams
Demand and capacity models
Budget and expenditure models
Retention forecasting and other key metrics (e.g., risk, churn, up-sell rates)
Recruit, Groom, and Inspire a World-Class Team
Build a pipeline of great candidates
Establish a rigorous interview process
Set expectations on performance and provide constructive, timely feedback to team members
Communicate and incent your team members’ individual and team performance
Expand training and mentoring to grow your team members
Manage out underperformers
Propose improvements to your team’s organizational structure
Define segmentation of the customer portfolio (as appropriate)
Implement and improve on the Success competency model, particularly for your team
Achieve Operational Excellence
Continuously communicate metrics to team
Analyze and report on metrics to the SVP, Customer Success, CCO, and other executive stakeholders