Senior Enterprise Customer Success Manager, Bonterra

• 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
• 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
• 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
• 5+ years in Customer Success, Account Management, or similar role
• Office Environment – There are no specific or unusual physical or environmental demands

Desirable

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• Build and manage executive advocates within the account. Drive participation in thought leadership, advisory boards, and customer showcases