Strategic Customer Success Manager — Mission-Driven SaaS

Social Solutions Global

Georgia

On-site

USD 68,000 - 85,000

Full time

8 days ago

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Job summary

Bonterra is seeking a Customer Success Manager to drive long‑term value for nonprofit and corporate customers. You will understand customer goals, align success plans, and ensure adoption of Bonterra SaaS solutions.

You will proactively manage product usage, customer health, and progress toward shared goals, guiding customers to maximize impact through technology. You will own renewal forecasts, lead Adoption Meetings, and conduct Executive Business Reviews (EBRs) to communicate ROI and

Qualifications

3+ years in Customer Success or related role with strategic focus.
Ability to own a book of business independently and handle ambiguity.
Track record in building and reporting outcomes tied to product usage.

Responsibilities

Own retention targets and forecast renewal likelihood, surfacing risks early.
Maintain renewal account plans covering goals, stakeholders, whitespace, and risk.
Lead Adoption Meetings to track usage and progress against success plans.
Lead Executive Business Reviews, tailoring messages for owners, budgets, and ROI.
Document and report outcomes connecting product use to customer goals.
Articulate value gained and support expansion with evidence from Bonterra's solutions.
Monitor health/adoption trends, identify at-risk accounts, and mitigate.
Be primary account contact and nurture multi-level relationships.
Collaborate with Product, Sales, and Support to ensure a unified experience.
Promote Bonterra resources to build customer self-sufficiency and expand programs.