Strategic Customer Success Manager – Social Impact SaaS

Social Solutions Global; Austin (TX); 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, aligning success plans to goals and driving adoption of our SaaS solutions.

You will own renewal risks, build renewal plans, and lead Adoption Meetings and EBRS, connecting product usage to customer outcomes. Travel up to 20% is expected as you collaborate with Product, Sales, and Support.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a strong strategic component.
• Demonstrated ability to own a book of business independently, handling complexity and ambiguity with sound judgment.
• Track record of building and executing success plans, tracking and reporting on outcomes.
• Experience forecasting renewal risk and likelihood to prioritize account work.
• Strong analytical mindset with experience using health data and reporting tools.
• Excellent written and verbal communication skills for executive audiences.
• 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.

Responsibilities

• Own a retention target for your book and forecast renewal likelihood, surfacing risk early.
• Build and maintain renewal account plans for Critical Path accounts.
• Lead Adoption Meetings with customers to track usage and progress.
• Lead Business Reviews and Executive Business Reviews, tailoring the message to the audience.
• Build, track, and report on outcomes for every account through a success plan.
• Ensure customers articulate the value achieved with Bonterra's solutions.
• Monitor customer health and adoption trends; mitigate at-risk accounts.
• Serve as primary point of contact and multi-thread relationships across levels.
• Collaborate cross-functionally with Product, Sales, and Support to deliver a unified experience.
• Promote Bonterra resources to drive self-sufficiency and program expansion.

Skills

3+ years experience

Account ownership

Renewal forecasting

Data analysis

Executive communication

Portfolio management

Nonprofit experience

Travel up to 20%

Job description

Bonterra is seeking a Customer Success Manager to partner with nonprofit and corporate customers, aligning success plans to goals and driving adoption of our SaaS solutions.

You will own renewal risks, build renewal plans, and lead Adoption Meetings and EBRS, connecting product usage to customer outcomes. Travel up to 20% is expected as you collaborate with Product, Sales, and Support.