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 though 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.

3-5 years of client facing experience in a Customer Success role working with Fortune 500 and/or other large, complex organizations.
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.
Experience with Salesforce, Gainsight, or equivalent CRM systems.

Enterprise Customer Success Manager

Key skills