Pooled Customer Success Manager

MX Salary Range: $367,400 - $450,000

About Us

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

About the Role

We are looking to hire a Pooled Customer Success Manager to join our team in Mexico! The Pooled CSM is responsible for supporting a large portfolio of nonprofit and corporate customers through structured engagement activities, product adoption support, and routine outreach across key lifecycle milestones. Working within established processes and with close guidance from senior team members, this role focuses on building foundational customer relationships, executing defined engagement activities, and developing core competencies in customer health monitoring and Bonterra's SaaS solutions. The Pooled CSM I contributes to customer outcomes by applying established frameworks, following through on commitments, and escalating risks and issues in a timely manner.

What You'll Do:

SCALABLE CUSTOMER ENGAGEMENT (35%)

• Execute structured outreach to an assigned portfolio of customers at defined journey milestones including onboarding, adoption, and value realization, following established engagement frameworks and playbooks.

• Support delivery of many engagement formats including webinars, office hours, and digital programs under the direction of senior team members.

• Respond to customer inquiries and direct customers to appropriate resources, tools, and next steps to support product utilization.

CUSTOMER HEALTH MONITORING (30%)

• Track usage trends and health indicators using internal tools, flagging early signals of risk or disengagement to senior team members for review and action.

• Apply defined frameworks to support customers in progressing through key product journey milestones, with regular direction from senior colleagues.

• Participate in structured mitigation efforts for at-risk customers as directed by senior team members.

PRODUCT KNOWLEDGE AND CUSTOMER FEEDBACK (20%)

• Develop foundational knowledge of Bonterra's product suite, building the ability to speak confidently with customers about core features and workflows relevant to their goals.

• Capture and document customer feedback and observations accurately, communicating findings to internal stakeholders in a timely manner.

• Apply learnings from customer interactions and team feedback to improve the quality of customer communications and engagement activities.

OPERATIONAL EXCELLENCE (15%)

• Maintain accurate and current records in Gainsight, following established data entry standards and engagement frameworks.
• Follow defined processes for portfolio management and customer outreach, seeking guidance from senior team members to develop skills and improve practices.
• Surface observations about customer patterns or process questions to senior colleagues for review and direction.

Who You Are:

KEY BEHAVIORS - THE “HOW”

• Applies established frameworks and playbooks to deliver reliable, consistent engagement to customers across a large portfolio.

• Communicates clearly and professionally with customers and internal partners, practicing active listening in all interactions.

• Demonstrates a growth mindset by seeking feedback, asking thoughtful questions, and applying learnings to improve performance.

• Escalates risks, issues, and uncertainties to senior team members in a timely and organized manner.

• Participates actively in team collaboration and shows curiosity about customer goals, Bonterra's product suite, and the broader mission-driven customer base.

OUTCOME EXPECTATIONS - THE “IMPACT”

• Customers across the assigned portfolio receive timely, professional outreach at defined lifecycle milestones.
• Account health data and engagement records are maintained accurately and consistently in Gainsight.
• Risks and escalations are surfaced promptly, enabling senior team members to take appropriate action.
• Customer interactions reflect Bonterra's values and contribute to a positive overall customer experience at scale.

Requirements

• 1 or more years of experience in Customer Success, Account Management, customer service, or a comparable customer-facing role.
• Demonstrated ability to build relationships, follow through on commitments, and communicate effectively in a professional setting.
• Familiarity with CRM or customer success platforms such as Gainsight, Salesforce, or similar tools, or willingness to learn.
• Strong written and verbal communication skills in both English and Spanish.
• Ability to manage multiple tasks and priorities in a structured, team-supported environment.

Preferred Qualifications

• Experience supporting nonprofit organizations or social sector customers.
• Exposure to SaaS products or technology platforms in a professional setting.
• Demonstrated ability to learn new tools and processes quickly.
• Familiarity with pooled, scaled, or digital customer success engagement models.

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

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Our Culture

At Bonterra, we’re innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. At Bonterra, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here.

Compensation & Benefits

We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.

Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms. Pay is determined by location, skills, experience, and education, and is one part of Bonterra’s total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

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Equal Opportunity & Accommodations

At Bonterra, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation during the application process, please submit a request.