Strategic Customer Success Manager — Nonprofit SaaS & Impact

Bonterra; Austin (TX); In loco; USD 68.000 - 85.000; Tempo pieno

Descrizione del lavoro

Bonterra is seeking a Customer Success Manager to drive long-term value for nonprofit and corporate customers, aligning success plans to goals and ensuring adoption of our SaaS solutions. You will proactively manage product adoption, customer health, track progress against shared goals, and guide customers in maximizing their impact through technology.

You will own renewal risk forecasts, build renewal plans, lead Adoption Meetings and business reviews, and collaborate across Product, Sales, and

Competenze

• 3+ years in customer success or account management with strategic focus.
• Proven ability to own a book of business independently.
• Experience forecasting renewal risk and prioritizing accounts.
• Strong analytical mindset using health data and reporting tools.
• Excellent written and verbal communication; able to lead reviews.
• Willingness to travel up to 20% for customer meetings.

Mansioni

• 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.

Conoscenze

Customer Success

Account Management

Strategic thinking

Forecasting

Data analysis

Communication

Multitasking

Nonprofit experience

Descrizione del lavoro

Bonterra is seeking a Customer Success Manager to drive long-term value for nonprofit and corporate customers, aligning success plans to goals and ensuring adoption of our SaaS solutions. You will proactively manage product adoption, customer health, track progress against shared goals, and guide customers in maximizing their impact through technology.

You will own renewal risk forecasts, build renewal plans, lead Adoption Meetings and business reviews, and collaborate across Product, Sales, and