Spanish-Speaking CSM: Drive Adoption & Renewals

Bonterra; Georgia; On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with match

Unlimited PTO

Job summary

Bonterra is seeking a Customer Success Manager to partner with nonprofit and corporate customers, ensuring adoption and measurable outcomes from our SaaS solutions. You will manage renewal plans, drive health metrics, and lead adoption conversations while building executive relationships.

You will forecast renewal risk, articulate value, and collaborate with product, sales, and support to deliver a unified customer experience.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a strong strategic component, or equivalent skills.
• 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.
• 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.

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.
• 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

Customer Success

Account Management

Strategic Planning

Renewal Forecasting

Job description

Bonterra is seeking a Customer Success Manager to partner with nonprofit and corporate customers, ensuring adoption and measurable outcomes from our SaaS solutions. You will manage renewal plans, drive health metrics, and lead adoption conversations while building executive relationships.

You will forecast renewal risk, articulate value, and collaborate with product, sales, and support to deliver a unified customer experience.