Strategic CSM for Nonprofit Renewal Growth

EveryAction, Inc. USA; United States; On-site; USD 68,000 - 85,000; Full time

Job summary

Bonterra, a mission-driven provider of nonprofit and corporate SaaS solutions, is seeking a Customer Success Manager in the US. You will be a strategic partner responsible for driving long-term value, aligning success plans with customer goals, and ensuring adoption of our platform.

You'll own renewal risk, lead business reviews, collaborate with Product, Sales, and Support, and help customers articulate the value delivered. Travel up to 20% and contribute to expanding partnerships.

Qualifications

• 3+ years in Customer Success or account management with strategic focus.
• Ability to own a book of business and navigate ambiguity.
• Experience forecasting renewal risk and prioritizing mitigations.
• Strong analytical skills using health data to drive decisions.

Responsibilities

• Own retention targets and forecast renewal likelihood.
• Build renewal account plans covering goals, stakeholders, whitespace, and risk.
• Lead Adoption Meetings to track usage and progress toward milestones.
• Conduct Business Reviews and EBRs for operational and budget stakeholders.
• Document and report outcomes showing how product usage ties to customer goals.
• Highlight and articulate value to defend budget and expand partnerships.
• Monitor health trends and implement mitigation for at‑risk accounts.
• Serve as primary contact and coordinate cross‑functional teams.

Skills

Customer Success

Account Management

Renewal Forecasting

Churn risk management

Executive communication

Cross-functional collaboration

Analytical mindset

Strategic planning

Job description

Bonterra, a mission-driven provider of nonprofit and corporate SaaS solutions, is seeking a Customer Success Manager in the US. You will be a strategic partner responsible for driving long-term value, aligning success plans with customer goals, and ensuring adoption of our platform.

You'll own renewal risk, lead business reviews, collaborate with Product, Sales, and Support, and help customers articulate the value delivered. Travel up to 20% and contribute to expanding partnerships.