Strategic Customer Success Manager for Social Impact Tech

Bonterra; United States; Remote; USD 68,000 - 85,000; Full time

Job summary

Bonterra is seeking a Customer Success Manager to partner with nonprofit and corporate customers, driving adoption and measurable outcomes of our SaaS solutions. You will manage health, track progress to goals, and guide customers toward maximizing impact through technology.

In this role you will lead Adoption Meetings, business reviews, and executive updates, while developing renewal plans and forecasting renewal likelihood. Travel up to 20% may be required.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or similar role with strategic focus.
• Ability to own a book of business independently, handle complexity, and avoid a fixed playbook.
• Proven track record in building and executing success plans and linking usage to outcomes.
• Experience forecasting renewal risk and prioritizing account work accordingly.
• Strong analytical mindset using health data and reporting tools.
• Excellent written and verbal communication; able to present to directors and executives.
• Capable of managing multiple priorities in a dynamic mission-driven environment.
• Travel up to 20% for meetings and planning sessions.

Responsibilities

• Own a retention target and forecast renewal likelihood with early risk signals.
• Develop and maintain renewal account plans for Critical Path accounts.
• Lead Adoption Meetings to track usage and progress against success plans.
• Conduct Business Reviews and EBRs for varied audiences (execution, ROI, outcomes).
• Document and report outcomes showing product value tied to customer goals.
• Articulate customer value and support expansion with evidence from Bonterra solutions.
• Monitor health/adoption trends and mitigate at-risk accounts quickly.
• Serve as primary contact and multi-thread relationships with managers/directors.
• Collaborate with Product, Sales, Support to deliver a unified experience.

Skills

Account management

Renewal forecasting

Relationship building

Executive communications

Job description

Bonterra is seeking a Customer Success Manager to partner with nonprofit and corporate customers, driving adoption and measurable outcomes of our SaaS solutions. You will manage health, track progress to goals, and guide customers toward maximizing impact through technology.

In this role you will lead Adoption Meetings, business reviews, and executive updates, while developing renewal plans and forecasting renewal likelihood. Travel up to 20% may be required.