Strategic Customer Success Manager - Growth, Renewal & Impact

Social Solutions Global; Las Vegas (NV); On-site; USD 68,000 - 85,000; Full time

Job summary

Bonterra is seeking a Customer Success Manager to drive long-term value for nonprofit and corporate customers. You will own renewal forecasts, manage health scores, and guide adoption of our SaaS solutions to maximize impact and renewal likelihood.

You will lead renewal account plans, conduct Adoption Meetings and EBRS, and collaborate with Product, Sales, and Support to remove friction and ensure a unified customer experience. Travel up to 20% is expected.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or 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 outcomes, and translating product usage into value.
• Experience forecasting renewal risk and prioritizing account work based on forecast.
• Strong analytical mindset with experience using health data to inform decisions.
• Excellent written and verbal communication; able to lead reviews with directors and executives.
• Ability to manage multiple priorities in a dynamic, mission-driven environment.
• Experience supporting nonprofit programs is a plus.
• Willingness to travel up to 20% for customer meetings and planning sessions.

Responsibilities

• Own a retention target for your book and forecast renewal likelihood, surfacing risk early to create renewal runway.
• Build and maintain renewal account plans for Critical Path accounts, covering goals and risks.
• Lead Adoption Meetings to track usage and progress against success milestones.
• Conduct Business Reviews and Executive Business Reviews tailored to different audiences.
• Create and track outcomes for every account through a documented success plan.
• Demonstrate customer value in their own words to defend budget and drive expansion.
• Monitor health/adoption trends using internal tools and mitigate at-risk accounts.
• Serve as the primary contact with multi-threaded relationships at manager/director level.
• Collaborate with Product, Sales, and Support to deliver a unified customer experience.
• Promote Bonterra resources and best practices to enable customer self-sufficiency.

Skills

Customer Success

Account Management

Forecasting

Renewal management

Analytical mindset

Communication

Multitasking

Job description

Bonterra is seeking a Customer Success Manager to drive long-term value for nonprofit and corporate customers. You will own renewal forecasts, manage health scores, and guide adoption of our SaaS solutions to maximize impact and renewal likelihood.

You will lead renewal account plans, conduct Adoption Meetings and EBRS, and collaborate with Product, Sales, and Support to remove friction and ensure a unified customer experience. Travel up to 20% is expected.