Strategic Customer Success Manager — Adoption & Renewals

Bonterra; Atlanta (GA); On-site; USD 68,000 - 85,000; Full time

Job summary

Bonterra is seeking a Customer Success Manager in the United States to serve as a strategic partner for nonprofit and corporate customers. You will drive long-term value, align success plans with customer goals, and ensure deep adoption of our SaaS solutions while monitoring health metrics and renewal risk.

You will own renewal forecasts, lead Adoption Meetings, and present Business Reviews to executives. Travel up to 20% may be required as you build enduring relationships and drive program

Qualifications

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

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.
• Monitor customer health and adoption trends using internal tools; identify at-risk accounts early and execute mitigation plans.

Job description

Bonterra is seeking a Customer Success Manager in the United States to serve as a strategic partner for nonprofit and corporate customers. You will drive long-term value, align success plans with customer goals, and ensure deep adoption of our SaaS solutions while monitoring health metrics and renewal risk.

You will own renewal forecasts, lead Adoption Meetings, and present Business Reviews to executives. Travel up to 20% may be required as you build enduring relationships and drive program