[Hiring] Customer Success Manager @Bonterra

Role Description

The Customer Success Manager is a strategic partner responsible for driving long-term value and measurable outcomes for Bonterra’s nonprofit and corporate customers. This role focuses on understanding customer goals, aligning success plans to those objectives, and ensuring deep and effective adoption of our SaaS solutions. You will proactively manage product adoption, customer health, track progress against shared goals, and guide customers in maximizing their impact through technology.

What You’ll Do

• Own a retention target for your book and forecast renewal likelihood on a consistent rhythm, surfacing risk early enough to create runway for a save.
• Build and maintain a renewal account plan for each Critical Path account, covering goals, stakeholders, whitespace, and risk, and keep it current.
• Lead Adoption Meetings with customers to track usage, review progress against success plan milestones, and course-correct in real time.
• Lead Business Reviews and Executive Business Reviews (EBRs), tailoring the message to the audience: operational owners get execution and roadmap, budget holders get mission outcomes, ROI, and benchmarking.
• Build, track, and report on outcomes for every account through a documented success plan, connecting product usage to the customer's goals so the value of the partnership is never in question at renewal.
• Ensure customers can articulate, in their own words, the value they've achieved using Bonterra's solutions, and use that evidence to defend budget and support expansion.
• Monitor customer health and adoption trends using internal tools; identify at-risk accounts early and execute mitigation plans.
• Serve as the primary point of contact for your accounts, multi-threading relationships beyond the primary contact to build credibility at the manager and director level.
• Collaborate cross-functionally with Product, Sales, and Support to remove friction and deliver a unified customer experience.
• Promote Bonterra's community resources, tools, and best practices to build customer self-sufficiency and support program expansion.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a strong strategic component, or equivalent skills.
• Demonstrated ability to own a book of business independently, handling complexity and ambiguity with sound judgment and without relying on a playbook.
• Track record of building and executing success plans, tracking and reporting on outcomes, and translating product usage into a value story customers can repeat back.
• Experience forecasting renewal risk and likelihood and use that forecast to prioritize account time and mitigation work.
• Strong analytical mindset, with experience using customer health data and reporting tools to inform decisions.
• Excellent written and verbal communication skills; able to lead business reviews and EBRs, build credibility with director and executive stakeholders, and deliver difficult messages with confidence.
• Ability to manage multiple priorities and a complex portfolio in a dynamic, mission-driven environment.
• Experience supporting nonprofit programs is a plus.
• Willingness to travel up to 20% for customer meetings and strategic planning sessions.

Benefits

• Comprehensive medical, dental, and vision insurance with employer-subsidized premiums.
• Unlimited Flexible Time Off (FTO).
• Paid holidays.
• Dedicated time off to volunteer.
• Bonterra 401(k) plan with a 3% company match.

Equal Opportunity & Accommodations

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. We provide equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation during the application process, please submit a request.