Customer Success Manager

Social Solutions Global; Charlotte (NC); On-site; USD 68,000 - 85,000; Full time

Job summary

Bonterra is seeking a Customer Success Manager to partner with nonprofit and corporate customers, driving adoption, health, and measurable outcomes for our SaaS solutions.

You will own renewal likelihood, develop renewal plans, and lead executive reviews, aligning success plans to customer goals while expanding the partnership.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or similar
• Ability to own a book of business independently with sound judgment
• Track record building and executing success plans and reporting outcomes
• Experience forecasting renewal risk and prioritizing mitigation work
• Strong analytical mindset with data-driven decision making
• Excellent written and verbal communication; able to run EBRs with executives
• Ability to manage multiple priorities in a dynamic environment
• Experience supporting nonprofit programs is a plus
• Willingness to travel up to 20% for customer meetings and planning

Responsibilities

• Own a retention target and forecast renewal likelihood; surface risk early
• Build renewal account plans for Critical Path accounts
• Lead Adoption Meetings to track usage and progress against success plans
• Lead Business Reviews and EBRs tailored to audience (operational owners, budget holders)
• Develop and report outcomes for each account; connect usage to customer goals
• Demonstrate value to customers and use evidence to defend budget and expansion
• Monitor health/adoption trends and mitigate at-risk accounts
• Serve as primary contact and multi-thread relationships at manager/director level
• Collaborate with Product, Sales, and Support to deliver a unified experience
• Promote resources and best practices to drive self-sufficiency and expansion

Skills

Account management

Forecasting

Renewal risk

Executive communication

Cross-functional collaboration

Data analysis

Travel readiness

Job description

US Salary: $68,000 - $85,000

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

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.

Requirements

• 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.

You will join a diverse, inclusive organization that celebrates each individual's unique background and expertise, helping to power social impact through shared values and a collective vision. An opportunity to be part of a mission-driven organization that values every team member's contribution to social impact.

At Bonterra, we're building AI-powered tools to solve real human challenges-and we want teammates who share that enthusiasm.We value people who will champion AI and bring diverse perspectives from different industries, backgrounds, and cultures. Together, we create AI that breaks down barriers, empowers communities, and delivers better outcomes

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

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Our Culture

At Bonterra, we're innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. At Bonterra, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here.

Compensation & Benefits

We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.

Compensation and benefits for this U.S. role apply to regular full-time and part-time employees scheduled to work 30 or more hours a week. Pay reflects location, skills, experience, and education, and is one part of Bonterra's total rewards package, which may include bonuses, incentives, and equity. Benefits include comprehensive medical, dental, and vision insurance with employer-subsidized premiums, unlimited Flexible Time Off (FTO), paid holidays, and dedicated time off to volunteer. All regular and part-time employees are eligible for the Bonterra 401(k) plan with a 3% company match.

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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.