Strategic CSM for Nonprofit SaaS & Impact

Bonterra; Illinois; On-site; USD 68,000 - 85,000; Full time

Benefits offered by this job

401(k) with company match

Medical, dental & vision insurance

Unlimited paid time off

Job summary

Bonterra is seeking a Customer Success Manager in the U.S. to drive long-term value for nonprofit and corporate customers. You will align success plans with customer goals, drive adoption of Bonterra's SaaS solutions, and lead health tracking and renewal forecasting.

You will own account plans, conduct Adoption Meetings and Business Reviews, and collaborate with Product, Sales, and Support to deliver a unified customer experience. Travel up to 20% may be required.

Qualifications

• 3+ years in Customer Success, Account Management, or similar customer-facing role with a strong strategic component.
• Experience owning a book of business independently and managing complexity without a playbook.
• Track record of building and executing success plans and translating product usage into value.
• Experience forecasting renewal risk and prioritizing mitigation work.
• Strong analytical mindset with data-driven decision making and reporting.
• Excellent written and verbal communication; able to lead business reviews with executives.

Responsibilities

• Own a retention target for your book and forecast renewal likelihood on a consistent rhythm.
• Build and maintain renewal account plans for Critical Path accounts.
• Lead Adoption Meetings to track usage and progress against success plan milestones.
• Lead Business Reviews and Executive Business Reviews (EBRs) for varied audiences.
• Document outcomes and connect product usage to customer goals for renewal value.
• Articulate the value achieved using Bonterra's solutions to support expansion.
• Monitor customer health and adoption trends and enact mitigation plans.
• Serve as the primary point of contact and collaborate across Product, Sales, and Support.
• Promote Bonterra resources and best practices to drive self-sufficiency and expansion.

Skills

Customer Success

Account Management

Strategic thinking

Forecasting renewal risk

Executive communication

Job description

Bonterra is seeking a Customer Success Manager in the U.S. to drive long-term value for nonprofit and corporate customers. You will align success plans with customer goals, drive adoption of Bonterra's SaaS solutions, and lead health tracking and renewal forecasting.

You will own account plans, conduct Adoption Meetings and Business Reviews, and collaborate with Product, Sales, and Support to deliver a unified customer experience. Travel up to 20% may be required.