Note: The job is a remote job and is open to candidates in USA. Bonterra is a mission-driven technology company that provides end-to-end solutions to nonprofit organizations and corporate customers. The Customer Success Manager drives long-term customer value by managing adoption, customer health, success plans, renewals, and measurable outcomes for Bonterra’s SaaS solutions.
Responsibilities
- 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
Skills
- 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
- Willingness to travel up to 20% for customer meetings and strategic planning sessions
- At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization
- Experience supporting nonprofit programs is a plus
Benefits
- Bonterra offers a comprehensive benefits package that supports your health, well-being and growth.
- Bonterra's total rewards package may include bonuses, incentives, equity, and a comprehensive benefits program.
Company Overview