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. Learn more at bonterratech.com.
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
Reduces churn by mitigating risk and increasing customer adoption
Enables expansion through strong advocacy and relationship building
Influences internal teams with clear and actionable customer insights
Required Minimum Qualifications
5+ years in Customer Success, Account Management, or similar role
Preferred Qualifications
BA/BS Degree preferred.
Experience with Gainsight, Salesforce, or similar platforms
Experience supporting mission-driven customers
Physical Requirements & Work Environment:
Office Environment – There are no specific or unusual physical or environmental demands.
Travel Requirement: Up to 10% of the time.
This job description is intended to convey information essential to understanding the scope of the position and is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. This job description does not constitute an employment agreement between Bonterra and employees and is subject to change as the company needs and/or the requirements of the job change.
At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.
Compensation
The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.
US Base Salary: $75,000 - $150,000 w/10% bonus
Please note that the compensation range and benefits specified in this job posting is applicable to candidates based in the United States. For international applicants, actual salary offers and benefit plans may vary based on the local market compensation standards and will be determined in accordance with regional considerations, including but not limited to applicable laws, cost of living, and industry norms.
Our Culture: At Bonterra, we’re innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. To achieve our vision, we cultivate an inclusive environment where diversity is embraced and every team member feels empowered to contribute. Innovation, curiosity, and a commitment to equity guide our work. We foster a culture of belonging, ensuring that every individual is valued, respected, and given the tools to succeed. Together, we are dedicated to making a positive impact in the world.
Our comprehensive and competitive benefits include:
Generous Flexible Time Off (FTO) Policy
Up to 15 paid company holidays including some commemorating social justice events and self-care
Paid volunteer time
Resources for savings and investments
Paid parental leave
Paid sick leave
Health, vision, dental, and life insurance with additional access to health and wellness programs.
Opportunities to learn, develop, network, and connect
Please note the benefits specified on this page are applicable to full-time employees based in the United States. For international employees, actual benefits may vary based on local standards and regulations and will be determined in accordance with regional considerations, including but not limited to applicable laws and industry norms.
We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.
