Customer Success Manager, Bonterra
$68-85k
More information about location
Software for social impact organizations
Posted today
Software for social impact organizations
1001+ employees
Posted today
$68-85k
More information about location
1001+ employees
Company mission
To create a world where the number of individual donors is on the rise, not the decline.
Role
Who you are
- 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a strong strategic component, or equivalent skills
- Demonstrated ability to own a book of business independently, handling complexity and ambiguity with sound judgment and without relying on a playbook
- Track record of building and executing success plans, tracking and reporting on outcomes, and translating product usage into a value story customers can repeat back
- Experience forecasting renewal risk and likelihood and use that forecast to prioritize account time and mitigation work
- Strong analytical mindset, with experience using customer health data and reporting tools to inform decisions
- Excellent written and verbal communication skills; able to lead business reviews and EBRs, build credibility with director and executive stakeholders, and deliver difficult messages with confidence
- Ability to manage multiple priorities and a complex portfolio in a dynamic, mission-driven environment
- Experience supporting nonprofit programs is a plus
- Willingness to travel up to 20% for customer meetings and strategic planning sessions
What the job involves
- The Customer Success Manager is a strategic partner responsible for driving long-term value and measurable outcomes for Bonterra’s nonprofit and corporate customers
- This role focuses on understanding customer goals, aligning success plans to those objectives, and ensuring deep and effective 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
- 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
Application process
- End Date: September 28, 2026
Our take
Bonterra is a social good software company supplying an array of solutions to make social impact organizations more efficient, effective, and user-friendly. The company combines products from CyberGrants, EveryAction, Network for Good, Social Solutions, and more into a comprehensive tool suite for everything from case and grant management to fundraising and volunteer work.
As the fastest-growing company of its kind, Bonterra has certainly made a splash and now supports over 180,000 organizations. The company places strong emphasis on keeping "an ear to the ground" to better understand customer needs and continuously improve its platform. This approach is paying off too, with Bonterra now facilitating more than $28B in annual giving while continuing to strengthen its position as a leader in the social good and fundraising space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Company benefits
- Work in office: Join us in our Austin, Texas, or Washington, D.C. offices if you live nearby
- Work remotely: Enjoy the flexibility of remote work with our work-from-home option. No matter where you live, there's an opportunity for you at Bonterra
- Work hybrid: Reap the benefits of both remote and in-person work with a hybrid approach. Visit the office closest to you and work from home when your schedule allows it.
- Health & wellness: Our robust set of health insurance options will keep you and your loved ones ready for anything. And our holistic wellness program means you can create a plan tailored to what matters most to you
- Generous time off: Our flexible time off policy means you don’t have to worry about a limit on your vacation days. Plus, we offer 15 paid holidays with a focus on DEIB, social justice, and self-care
- Fully paid parental leave: We value your time spent with family. No matter your gender identity, all Bonterra employees can take fully paid parental leave after the birth or adoption of a child
- Development resources: We believe in fostering an environment that encourages growth and development. With access to learning resources, goal-setting activities, and networking opportunities, we work to ensure our workforce is positioned for success
- Giving opportunities: We know that it's imperative for us to live our purpose. Through our employee giving program, Doers of Good, employees have the opportunity to track volunteerism by logging hours and creating events
Company HQ
Stonelake Office Park, Austin, TX
Leadership
Scott Brighton
(CEO)Prior to joining Bonterra in 2023, Scott was the CEO of Auerea Software for 11 years.
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