Customer Success Associate

EveryAction, Inc. USA; México; On-site; MXN 367,000 - 450,000; Full time

Job summary

Bonterra is hiring a Customer Success Associate for a Mexico-based role. You will manage a large nonprofit and corporate customer portfolio, conducting structured outreach at onboarding, adoption, and value realization milestones, while tracking usage and health signals to protect renewal and growth.

You will build product knowledge and collect client feedback to improve engagements and outcomes. In this role, you will maintain timely, accurate records in Gainsight and collaborate with senior

Qualifications

• 1+ years in Customer Success, Account Management, or similar roles.
• Proven ability to build relationships and follow through on commitments.
• Familiarity with CRM platforms or willingness to learn Gainsight/Salesforce.
• Strong written and verbal communication in English and Spanish.

Responsibilities

• Execute structured outreach to an assigned portfolio at defined lifecycle milestones.
• Monitor customer health metrics and flag risks for escalation.
• Capture and document feedback to inform internal stakeholders.
• Maintain accurate records in the CS data tools and playbooks.

Skills

Customer success

Account management

Customer service

CRM familiarity

Tools

Gainsight

Salesforce

Job description

MX Salary Range: $367,400 - $450,000

About Us

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

About the Role

We are looking to hire a Customer Success Associate to join our team in Mexico! The CSA 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.

Who You Are:

KEY BEHAVIORS - THE "HOW"

Applies established frameworks and playbooks to deliver reliable, consistent engagement to customers across a large portfolio.

Communicates clearly and professionally with customers and internal partners, practicing active listening in all interactions.

Demonstrates a growth mindset by seeking feedback, asking thoughtful questions, and applying learnings to improve performance.

Escalates risks, issues, and uncertainties to senior team members in a timely and organized manner.

Participates actively in team collaboration and shows curiosity about customer goals, Bonterra's product suite, and the broader mission-driven customer base.

OUTCOME EXPECTATIONS - THE "IMPACT"

Customers across the assigned portfolio receive timely, professional outreach at defined lifecycle milestones.

Account health data and engagement records are maintained accurately and consistently in Gainsight.

Risks and escalations are surfaced promptly, enabling senior team members to take appropriate action.

Customer interactions reflect Bonterra's values and contribute to a positive overall customer experience at scale.

Requirements

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