Strategic Customer Success Manager - Nonprofit Impact

Social Solutions Global; Minneapolis (MN); 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 manage adoption, health, and progress toward shared goals, guiding customers to maximize impact through Bonterra’s SaaS solutions.

You will own renewal risk, build account plans, lead Adoption Meetings, and present outcomes in Business Reviews. This role emphasizes cross-functional partnership and customer storytelling to justify budget and expansion.

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 and translating product usage into a value story for renewal.
• Experience forecasting renewal risk and prioritizing account work.
• Strong analytical mindset with health data and reporting tools.
• Excellent written and verbal communication; able to lead business reviews and EBRs with directors/execs.
• 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 strategy sessions.

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.
• Lead Adoption Meetings with customers to track usage and progress.
• Lead Business Reviews and Executive Business Reviews (EBRs) tailored to audience.
• Track and report outcomes for every account via a success plan.
• Articulate the value customers achieved with Bonterra’s solutions.
• Monitor health and adoption trends; identify at-risk accounts and mitigate.
• Serve as primary contact and expand relationships to manager/director levels.
• Collaborate with Product, Sales, and Support to deliver a unified customer experience.
• Promote Bonterra resources and best practices to enable self-sufficiency.

Skills

Customer success

Account management

Forecasting

Renewal management

Analytical mindset

Communication

Stakeholder management

Nonprofit experience (plus)

Travel readiness

Job description

Bonterra is seeking a Customer Success Manager to drive long-term value for nonprofit and corporate customers. You will manage adoption, health, and progress toward shared goals, guiding customers to maximize impact through Bonterra’s SaaS solutions.

You will own renewal risk, build account plans, lead Adoption Meetings, and present outcomes in Business Reviews. This role emphasizes cross-functional partnership and customer storytelling to justify budget and expansion.