[Hiring] Pooled Customer Success Manager @Bonterra

Role Description

We are looking to hire a Pooled Customer Success Manager to join our team in Mexico! The Pooled CSM is responsible for supporting a large portfolio of nonprofit and corporate customers through structured engagement activities, product adoption support, and routine outreach across key lifecycle milestones. Working within established processes and with close guidance from senior team members, this role focuses on building foundational customer relationships, executing defined engagement activities, and developing core competencies in customer health monitoring and Bonterra's SaaS solutions. The Pooled CSM I contributes to customer outcomes by applying established frameworks, following through on commitments, and escalating risks and issues in a timely manner.

What You'll Do:

• SCALABLE CUSTOMER ENGAGEMENT (35%)
  • Execute structured outreach to an assigned portfolio of customers at defined journey milestones including onboarding, adoption, and value realization, following established engagement frameworks and playbooks.
  • Support delivery of many engagement formats including webinars, office hours, and digital programs under the direction of senior team members.
  • Respond to customer inquiries and direct customers to appropriate resources, tools, and next steps to support product utilization.
• CUSTOMER HEALTH MONITORING (30%)
  • Track usage trends and health indicators using internal tools, flagging early signals of risk or disengagement to senior team members for review and action.
  • Apply defined frameworks to support customers in progressing through key product journey milestones, with regular direction from senior colleagues.
  • Participate in structured mitigation efforts for at-risk customers as directed by senior team members.
• PRODUCT KNOWLEDGE AND CUSTOMER FEEDBACK (20%)
  • Develop foundational knowledge of Bonterra's product suite, building the ability to speak confidently with customers about core features and workflows relevant to their goals.
  • Capture and document customer feedback and observations accurately, communicating findings to internal stakeholders in a timely manner.
  • Apply learnings from customer interactions and team feedback to improve the quality of customer communications and engagement activities.
• OPERATIONAL EXCELLENCE (15%)
  • Maintain accurate and current records in Gainsight, following established data entry standards and engagement frameworks.
  • Follow defined processes for portfolio management and customer outreach, seeking guidance from senior team members to develop skills and improve practices.
  • Surface observations about customer patterns or process questions to senior colleagues for review and direction.

Qualifications

• 1 or more years of experience in Customer Success, Account Management, customer service, or a comparable customer-facing role.
• Demonstrated ability to build relationships, follow through on commitments, and communicate effectively in a professional setting.
• Familiarity with CRM or customer success platforms such as Gainsight, Salesforce, or similar tools, or willingness to learn.
• Strong written and verbal communication skills in both English and Spanish.
• Ability to manage multiple tasks and priorities in a structured, team-supported environment.

Preferred Qualifications

• Experience supporting nonprofit organizations or social sector customers.
• Exposure to SaaS products or technology platforms in a professional setting.
• Demonstrated ability to learn new tools and processes quickly.
• Familiarity with pooled, scaled, or digital customer success engagement models.

Benefits

• Comprehensive benefits package that supports your health, well-being and growth.
• Pay is determined by location, skills, experience, and education, and is one part of Bonterra’s total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

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.