Bonterra Tech LLC is hiring a Director, Customer Success

Bonterra Tech LLC is hiring a Director, Customer Success to lead a team dedicated to Case Management customers. You will proactively orchestrate the full customer lifecycle—from activation and onboarding to adoption, value achievement, retention, and expansion—while contributing to departmental strategies to achieve company objectives.

What You'll Do

• Deeply understand Case Management products and how customers use them to achieve goals.
• Define, implement, and maintain customer journey playbooks for proactive orchestration.
• Incorporate self-service and technology-assisted touchpoints to keep customers engaged.
• Demonstrate fluency across high-touch, pooled, low-touch, and tech-assisted Customer Success levers.
• Leverage AI-assisted tools and workflows to improve operations, including predictive risk scoring.
• Build a culture of data-driven decision-making using health scores and engagement data.
• Develop team's organizational change management expertise to guide customer adoption.
• Implement and promote the Challenger approach among team members.
• Define, drive, and demonstrate the customer value (ROI) delivered by products and services.
• Hold team accountable to understand customers’ goals and guide them toward outcomes.
• Manage escalations from direct reports and follow a methodical process to executives.
• Help define CSM involvement during initial sale, renewal, and up-sell portions.
• Align Customer Success with Sales and Marketing on renewal and up-sell strategy.
• Collaborate with peers to provide feedback on prospecting and ideal customer profiles.
• Foster a company-wide culture of Customer Success.
• Support company-wide definition(s) of 'ideal customer' by product and segment.
• Contribute to company-wide Voice of Customer processes.
• Collaborate with peers to clarify ownership for each touchpoint in the customer journey.
• Advocate for changes in other departments’ ways of working and implement improvements.
• Be an exemplary user of the Customer Success tech stack and promote team adoption.
• Work with CS colleagues to create dashboards and reporting to measure customer health.
• Collaborate to implement ideas for using the tech stack to create scale and improve experience.
• Own key team metrics: customer and revenue retention, product adoption, CSQLs, NPS, employee engagement.
• Own financial models and forecasts: demand and capacity models, budget and expenditure models, retention forecasting.
• Recruit, groom, and inspire a world-class team: build candidate pipeline, establish interview process, set performance expectations.
• Achieve operational excellence by continuously communicating and analyzing metrics for executive stakeholders.

What We're Looking For

• Experience in a Customer Success managerial role responsible for revenue retention (GRR/NRR) within a SaaS environment serving SMB and Mid-Market customers.
• Direct ownership of customer outcomes and retention strategy.
• Demonstrated ability to build and execute retention strategies at the portfolio level.
• 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.
• Experience leading or closely partnering with Digital CS or Customer Marketing functions to develop programmatic engagement strategies.
• Demonstrable experience using data to manage Customer Success functions, including customer health scoring and churn indicators.
• Strong people management skills, with experience leading teams through organizational change.
• Professional-grade communication and presentation skills; comfortable presenting 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.
• An extreme sense of ownership for assigned responsibilities.
• Superior technology skills, especially with applications across the CS tech stack.
• Emphasis on leveraging tools to build scalable, automated customer programs.

Technical Stack

• Salesforce, Pendo, Zendesk, Five9, AskNicely, FullStory, Intercom

Team & Environment

You will lead a Customer Success team that works with Case Management customers and report to the SVP of Customer Success.

Benefits & Compensation

• Compensation range: $143,000 - $175,000
• Comprehensive benefits package that supports health, well-being and growth

Work Mode

This role follows a local-country work mode and is open to candidates located in the United States.

At Bonterra, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.