Strategic Customer Success Manager

Bonterra; Charlotte (NC); On-site; USD 68,000 - 85,000; Full time

Job summary

Bonterra is seeking a Customer Success Manager in the United States to drive long-term value for nonprofit and corporate customers using Bonterra’s SaaS solutions. You will own renewal forecasting, craft success plans, and lead adoption meetings to maximize product usage and ROI.

You will build renewal plans, conduct Executive Business Reviews, and collaborate with Product, Sales, and Support to ensure a seamless customer experience.

Qualifications

• 3+ years in Customer Success, Account Management, or a similar customer-facing role with a strong strategic component.
• Ability to own a book of business independently, handling complexity and ambiguity with sound judgment.
• Track record of building and executing success plans, tracking and reporting on outcomes.
• Experience forecasting renewal risk and prioritizing account work.
• Strong analytical mindset with experience using health data and reporting tools.
• Excellent written and verbal communication; able to lead business reviews and executive reviews.
• Willingness to travel up to 20% for customer meetings.

Responsibilities

• Own a retention target for your book and forecast renewal likelihood on a consistent rhythm.
• Build and maintain a renewal account plan for each Critical Path account, including goals and stakeholders.
• Lead Adoption Meetings with customers to track usage and progress toward success plan milestones.
• Lead Business Reviews and Executive Business Reviews (EBRs) tailored to audience.
• Document and report outcomes for every account; connect product usage to customer goals for renewal value.
• Articulate the value achieved with Bonterra's solutions to defend budget and enable expansion.
• Monitor customer health and adoption trends using internal tools; identify at-risk accounts early.
• Serve as the primary contact for accounts; cultivate multi-threaded relationships at manager/director level.
• Collaborate with Product, Sales, and Support to remove friction and deliver a unified customer experience.
• Promote Bonterra resources and best practices to drive customer self-sufficiency and expansion.

Skills

Customer Success

Account Management

Forecasting renewal risk

Stakeholder management

Executive communication

Data analytics

Travel up to 20%

Job description

Bonterra is seeking a Customer Success Manager in the United States to drive long-term value for nonprofit and corporate customers using Bonterra’s SaaS solutions. You will own renewal forecasting, craft success plans, and lead adoption meetings to maximize product usage and ROI.

You will build renewal plans, conduct Executive Business Reviews, and collaborate with Product, Sales, and Support to ensure a seamless customer experience.