Impact-Driven Customer Success Manager | SaaS

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

Benefits offered by this job

Medical, dental, and vision insurance

Unlimited Flexible Time Off (FTO)

Bonterra 401(k) plan with companymatch

Job summary

Bonterra is hiring a Customer Success Manager to drive long-term value for nonprofit and corporate customers. You will understand goals, align success plans, and ensure deep adoption of our SaaS solutions, proactively managing product usage and customer health to maximize impact.

You will lead adoption meetings and executive business reviews, delivering measurable outcomes and a compelling value story during renewals. Travel up to 20% will be required.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a strong strategic component.
• Demonstrated ability to own a book of business independently, handling complexity and ambiguity without a playbook.
• Track record of building and executing success plans, tracking and reporting outcomes, and translating product usage into a value story for customers.
• Experience forecasting renewal risk and likelihood and using 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 with director and executive stakeholders.
• 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.

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

Strategic thinking

Analytical mindset

Communication skills

Account management

Job description

Bonterra is hiring a Customer Success Manager to drive long-term value for nonprofit and corporate customers. You will understand goals, align success plans, and ensure deep adoption of our SaaS solutions, proactively managing product usage and customer health to maximize impact.

You will lead adoption meetings and executive business reviews, delivering measurable outcomes and a compelling value story during renewals. Travel up to 20% will be required.