Customer Success Manager

This is a fully remote position, open to applicants in United States, +6 more locations.

📋 Description

• Take ownership of a retention target and consistently forecast renewal probabilities.

• Develop and sustain renewal account strategies for Critical Path accounts.

• Facilitate Adoption Meetings to monitor usage, assess success-plan milestones, and make necessary adjustments.

• Conduct Business Reviews and Executive Business Reviews customized for operational and executive audiences.

• Create, monitor, and report outcomes for every account through well-documented success plans.

• Relate product usage to customer objectives and effectively convey partnership value at renewal time.

• Assist customers in justifying budgets and facilitate growth by demonstrating value.

• Track customer health and adoption trends using internal tools.

• Identify accounts at risk and implement mitigation strategies.

• Act as the primary liaison while fostering relationships with manager- and director-level stakeholders.

• Collaborate with Product, Sales, and Support teams to provide a cohesive customer experience.

• Advocate for community resources, tools, and best practices to enhance customer self-sufficiency and promote program expansion.

⛳️ Requirements

• Over 3 years of experience in Customer Success, Account Management, or a similar customer-facing position with a significant strategic element, or equivalent skills.

• Ability to independently manage a portfolio of business, adeptly navigating complexity and ambiguity with sound judgment.

• Proven experience in developing and implementing success plans, monitoring and reporting outcomes, and connecting product usage to customer value.

• Familiarity with forecasting renewal risks and probabilities, utilizing forecasts to prioritize account management efforts and mitigation strategies.

• Strong analytical mindset with experience using customer health data and reporting tools.

• Exceptional written and verbal communication abilities.

• Competence in leading business reviews and Executive Business Reviews while establishing credibility with director and executive stakeholders.

• Capability to juggle multiple priorities and manage a complex portfolio in a fast-paced, mission-driven environment.

• Willingness to travel up to 20% for customer meetings and strategic planning sessions.

• Experience in supporting nonprofit programs is advantageous.

• 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 for volunteer work.

• Bonterra 401(k) plan with a 3% company match.

• Potential for bonuses, incentives, and equity as part of the total rewards package.

• Opportunity to contribute to a mission-driven organization focused on social impact.

• Inclusive and equitable workplace culture.

• AI-focused projects with opportunities to bring diverse perspectives.