Strategic Customer Success Manager — Nonprofit SaaS

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

Benefits offered by this job

Health, dental and vision insurance

Unlimited paid time off

401(k) with 3% company match

Job summary

Bonterra is hiring a Customer Success Manager in the US to partner with nonprofit and corporate customers, driving long-term value and measurable outcomes through adoption of our SaaS solutions.

You will manage renewals, build success plans, and lead Adoption Meetings and Executive Business Reviews, ensuring customers achieve expected outcomes and renew with confidence. Travel up to 20% may be required.

Qualifications

• 3+ years in Customer Success, Account Management, or a similar customer-facing role with a strategic component.
• Ability to own a book of business independently, handling complexity and ambiguity.
• Track record of building and executing success plans and translating product usage into value.
• Experience forecasting renewal risk and prioritizing mitigation work.
• Strong analytical mindset with health data and reporting tools.
• Excellent written and verbal communication; able to lead executive reviews.
• Willingness to travel up to 20% for meetings.

Responsibilities

• Own a retention target and forecast renewal likelihood with early risk signals.
• Build renewal account plans for Critical Path accounts and keep them current.
• Lead Adoption Meetings to track usage and progress against milestones.
• Lead Business Reviews and EBRs, tailoring messaging to audience.
• Create and report outcomes linking product usage to customer goals for renewal.
• Help customers articulate value and defend budget for expansion.
• Monitor health and adoption trends; identify at-risk accounts and mitigate.
• Serve as primary contact and multi-thread relationships with managers/directors.
• Collaborate cross-functionally with Product, Sales and Support.
• Promote Bonterra resources and best practices to enable self-sufficiency.

Skills

Account management

Forecasting

Strategic thinking

Analytical mindset

Communication

Multi-tasking

Tools

CRM software

Job description

Bonterra is hiring a Customer Success Manager in the US to partner with nonprofit and corporate customers, driving long-term value and measurable outcomes through adoption of our SaaS solutions.

You will manage renewals, build success plans, and lead Adoption Meetings and Executive Business Reviews, ensuring customers achieve expected outcomes and renew with confidence. Travel up to 20% may be required.