Impact-Driven Customer Success Manager

Social Solutions Global; Oklahoma; On-site; USD 68,000 - 85,000; Full time

Job summary

Bonterra is hiring a Customer Success Manager to drive long‑term value for nonprofit and corporate customers. You will own retention, forecast renewal likelihood, and lead Adoption Meetings to maximize product usage and outcomes.

You will build renewal plans, conduct Executive Business Reviews, and connect product usage to customers' goals to ensure a strong case for renewal and expansion. Travel up to 20% is expected.

Qualifications

• 3+ years in Customer Success, Account Management, or similar role with strategic focus.
• Ability to own a book of business independently in a dynamic environment.
• Experience forecasting renewal risk and prioritizing mitigation work.
• Strong written and verbal communication; capable of leading executive chats (EBRs).
• Willingness to travel up to 20% for meetings and planning sessions.

Responsibilities

• Own a retention target and forecast renewal likelihood; surface risks early.
• Build renewal account plans for Critical Path accounts with goals and stakeholders.
• Lead Adoption Meetings to track usage against success plans and adjust as needed.
• Lead Business Reviews and Executive Business Reviews tailored to stakeholders.
• Develop, track, and report outcomes for accounts via a documented success plan.
• Articulate value demonstrated to customers; support budget discussions and expansion.
• Monitor health and adoption trends; identify at‑risk accounts and mitigation plans.
• Serve as primary contact for accounts and foster multi‑threaded relationships.
• Collaborate with Product, Sales, and Support to remove friction and improve experience.
• Promote Bonterra resources and best practices to enable customer self-sufficiency.

Skills

Customer Success

Account Management

Relationship Management

Forecasting

Executive Communication

Analytical Thinking

Travel up to 20%

Job description

Bonterra is hiring a Customer Success Manager to drive long‑term value for nonprofit and corporate customers. You will own retention, forecast renewal likelihood, and lead Adoption Meetings to maximize product usage and outcomes.

You will build renewal plans, conduct Executive Business Reviews, and connect product usage to customers' goals to ensure a strong case for renewal and expansion. Travel up to 20% is expected.