Customer Success Manager

🔥 12 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🌽 Illinois, Nevada, +3 more states – Remote

🌽 Illinois – Remote 🎰 Nevada – Remote 🌲 North Carolina – Remote 🌪️ Oklahoma – Remote ❄️ Minnesota – Remote

💵 $68k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Bonterra

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

🤝 Non-profit

🌍 Social Impact

B2B • Non-profit • Social Impact

Bonterra is a company that provides purpose-built software solutions designed to enhance the impact and efficiency of nonprofits, corporations, foundations, and public agencies. Their products include tools for corporate social responsibility, strategic philanthropy, employee engagement, grants management, case management, and fundraising. Bonterra empowers organizations with the software, coaching, and expertise needed to maximize their social impact and streamline their operations. The company focuses on serving changemakers aiming to improve social good, expand their supporter base, and achieve greater community outcomes.

📋 Description

• Own a retention target and consistently forecast renewal likelihood • Build and maintain renewal account plans for Critical Path accounts • Lead Adoption Meetings to track usage, review success-plan milestones, and course-correct • Lead Business Reviews and Executive Business Reviews tailored to operational and executive audiences • Build, track, and report outcomes for every account through documented success plans • Connect product usage to customer goals and articulate partnership value at renewal • Help customers defend budgets and support expansion using demonstrated value • Monitor customer health and adoption trends using internal tools • Identify at-risk accounts and execute mitigation plans • Serve as the primary point of contact and multi-thread relationships with manager- and director-level stakeholders • Collaborate with Product, Sales, and Support to deliver a unified customer experience • Promote community resources, tools, and best practices to build customer self-sufficiency and support program expansion

🎯 Requirements

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a strong strategic component, or equivalent skills • Ability to own a book of business independently, handling complexity and ambiguity with sound judgment • Experience building and executing success plans, tracking and reporting outcomes, and translating product usage into customer value • Experience forecasting renewal risk and likelihood and using forecasts to prioritize account time and mitigation work • Strong analytical mindset and experience using customer health data and reporting tools • Excellent written and verbal communication skills • Ability to lead business reviews and EBRs and build credibility with director and executive stakeholders • Ability to manage multiple priorities and a complex portfolio in a dynamic, mission-driven environment • Willingness to travel up to 20% for customer meetings and strategic planning sessions • Experience supporting nonprofit programs is a plus • Must not require current or future sponsorship for employment authorization

🏖️ Benefits

• Comprehensive medical, dental, and vision insurance with employer-subsidized premiums • Unlimited Flexible Time Off (FTO) • Paid holidays • Dedicated time off to volunteer • Bonterra 401(k) plan with a 3% company match • Potential bonuses, incentives, and equity as part of the total rewards package • Opportunity to contribute to a mission-driven organization focused on social impact • Inclusive, equitable culture • AI-focused work and opportunities to bring diverse perspectives

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