Strategic Customer Success Manager — Nonprofit SaaS

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

Job summary

Bonterra is seeking a Customer Success Manager to partner with nonprofit and corporate customers, driving long-term value through adoption of our SaaS solutions. You will manage renewal risk, craft renewal plans, lead Adoption Meetings, and deliver Executive Business Reviews to demonstrate ROI and outcomes.

All while collaborating with Product, Sales, and Support to ensure a seamless customer experience and advocating for value-driven expansion. Travel up to 20% may be required.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or similar customer-facing role with a strategic component.
• Proven ability to own a book of business independently and manage complexity.
• 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 experience using health data to inform decisions.
• Excellent written and verbal communication; able to lead reviews with senior stakeholders.
• Ability to manage multiple priorities in a dynamic environment.
• Experience supporting nonprofit programs is a plus.
• Willingness to travel up to 20%.

Responsibilities

• Own a retention target for your book and forecast renewal likelihood.
• Build and maintain renewal account plans for Critical Path accounts.
• Lead Adoption Meetings to track usage and progress against success milestones.
• Lead Business Reviews and Executive Business Reviews (EBRs) for diverse audiences.
• Document and report outcomes connecting product usage to customer goals.
• Articulate value achieved and defend budget to support expansion.
• Monitor health and adoption trends and mitigate at-risk accounts.
• Serve as primary contact and coordinate multi-threaded relationships.
• Collaborate cross-functionally with Product, Sales, and Support to ensure a unified experience.
• Promote Bonterra resources and best practices to enable self-sufficiency.

Skills

Customer success

Account management

Renewal forecasting

Analytical mindset

Executive stakeholder management

Communication

Portfolio management

Travel readiness

Job description

Bonterra is seeking a Customer Success Manager to partner with nonprofit and corporate customers, driving long-term value through adoption of our SaaS solutions. You will manage renewal risk, craft renewal plans, lead Adoption Meetings, and deliver Executive Business Reviews to demonstrate ROI and outcomes.

All while collaborating with Product, Sales, and Support to ensure a seamless customer experience and advocating for value-driven expansion. Travel up to 20% may be required.