Strategic Customer Success Manager - Nonprofit SaaS

Social Solutions Global; Atlanta (GA); On-site; USD 68,000 - 85,000; Full time

Job summary

Bonterra is seeking a Customer Success Manager in the US to drive long-term value for nonprofit and corporate customers through strategic adoption, health tracking, and outcomes realization. You will manage adoption, forecast renewals, and lead executive reviews, ensuring customers achieve measurable ROI and renewals.

You will collaborate with Product, Sales, and Support to remove friction, build credibility with leadership, and expand the partnership. Travel up to 20% may be required.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a strong strategic component, or equivalent skills.
• Demonstrated ability to own a book of business independently, handling complexity and ambiguity with sound judgment and without relying on a playbook.
• Track record of building and executing success plans, tracking and reporting on outcomes, and translating product usage into a value story customers can repeat back.
• Experience forecasting renewal risk and likelihood and use that forecast to prioritize account time and mitigation work.
• Strong analytical mindset, with experience using customer health data and reporting tools to inform decisions.
• Excellent written and verbal communication skills; able to lead business reviews and EBRs, build credibility with director and executive stakeholders, and deliver difficult messages with confidence.
• Ability to manage multiple priorities and a complex portfolio in a dynamic, mission-driven environment.
• Experience supporting nonprofit programs is a plus.
• Willingness to travel up to 20% for customer meetings and strategic planning sessions.

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.
• Ensure customers can articulate, in their own words, the value they've achieved using Bonterra's solutions, and use that evidence to defend budget and support expansion.
• Monitor customer health and adoption trends using internal tools; identify at-risk accounts early and execute mitigation plans.
• Serve as the primary point of contact for your accounts, multi-threading relationships beyond the primary contact to build credibility at the manager and director level.
• Collaborate cross-functionally with Product, Sales, and Support to remove friction and deliver a unified customer experience.
• Promote Bonterra's community resources, tools, and best practices to build customer self-sufficiency and support program expansion.

Skills

Customer success

Account management

Renewal forecasting

Executive communication

Cross-functional collaboration

Job description

Bonterra is seeking a Customer Success Manager in the US to drive long-term value for nonprofit and corporate customers through strategic adoption, health tracking, and outcomes realization. You will manage adoption, forecast renewals, and lead executive reviews, ensuring customers achieve measurable ROI and renewals.

You will collaborate with Product, Sales, and Support to remove friction, build credibility with leadership, and expand the partnership. Travel up to 20% may be required.