Customer Experience Manager

Full-time, San Francisco Financial District (In Person)

About Us:

Bonterms has just launched a first-of-a-kind, two-sided deal platform that solves the problem of commercial contracting. The Bonterms Platform leverages Standard Agreements to help a customer and vendor get to agreement fast on cloud subscription, professional service and other terms that turn the wheel of daily business. Our Standard Agreements are vetted by a who’s-who Committee of leading lawyers and are in use by leading enterprises.

Bonterms is lawyer-led and funded by XYZ Capital and the law firm Wilson Sonsini. We’re an in-person company located in 2 Embarcadero Center in downtown San Francisco, California.

Position Overview:

The Bonterms Platform is a two-sided deal platform. That means we have two very important customers: the company paying us to send out agreements and the company they invite to meet them on the Platform to get the deal done.

So, Customer Experience is not just an important role at Bonterms, it is one that will define our success.

We are looking for someone with enterprise SaaS/Cloud customer onboarding and support experience to be our first customer-focused hire at Bonterms. We need someone who thinks big, executes fast and is willing to tackle new challenges every day. You should love working with both customers and engineers and, most importantly, leave a carefully documented process behind everything you do.

The customers and internal resources are ready. We need you to build the foundation of the Bonterms customer experience, define our critical processes, and create a model of execution for all who follow.


  • Customer Onboarding: Ensure new customers have a fast and happy experience in using the Platform.
  • Customer Support: Provide a complete system of support and training to our users, including first-line responses to live customer inquiries (email, chat). Coordinate closely with product and engineering functions.
  • Help Center Documentation: Draft, maintain and update user-friendly guides, tutorials, and videos to facilitate self-help support.
  • Customer Relationship Management: Build and maintain strong relationships with our users by understanding their needs and providing tailored solutions.
  • Feedback & Analytics: Gather customer feedback, track and analyze usage analytics and work closely with the product team to help enhance the Platform’s features and functionality.


  • Bachelor’s degree or higher.
  • 3+ years relevant customer support experience at an enterprise SaaS company.
  • Excellent verbal and written communication skills, ensuring seamless interactions with customers and teammates.
  • Expertise in relevant tools like Zendesk, Pendo and Linear.
  • Ability to work both independently and collaboratively in a fast-paced environment.
  • Strong problem-solving skills guided by a customer-first mindset.

What We Offer:

  • Competitive compensation
  • Health insurance
  • 401(k) plan
  • Parental leave
  • Monthly public transit benefit
  • A culture that prioritizes individual innovation and healthy work-life balance

How to Apply:

Interested candidates are invited to send a resume and brief but meaningful cover letter to Please include the subject line “Application for Customer Experience Manager.” Please do not contact the company in any other manner.