共享客户成功经理
Pooled Customer Success Manager
MX 薪资范围：367,400 - 450,000 美元
关于我们
Bonterra 的使命是帮助每一位行善者达到最大的影响力。我们根据愿景衡量影响力，目标是在 2033 年前将捐赠率从 GDP 的 2% 提高到 3%。我们知道这个目标很高，但我们相信正确的技术和专业知识将增强该领域的信任，使社会公益行业加速增长并实现最大影响力。Bonterra 的差异化、端到端解决方案共同支持一个独特的网络，包括超过 20,000 家客户，其中包含超过 16,000 家非营利组织以及超过 50% 的财富 100 强公司。了解更多请访问 bonterratech.com。
职位描述
我们正在墨西哥招聘一位共享客户成功经理！共享客户成功经理负责通过结构化的参与活动、产品采用支持和关键生命周期里程碑的常规接触，为大量非营利和企业客户提供支持。在既定流程中工作，并在高级团队成员的密切指导下，该职位专注于建立基础的客户关系，执行定义的参与活动，并发展客户健康监测和 Bonterra 的 SaaS 解决方案的核心能力。共享客户成功经理 I 通过应用已建立的框架、履行承诺以及及时升级风险和问题来为客户成果做出贡献。
您将负责：
可扩展的客户参与（35%）
· 按照既定的参与框架和操作手册，在定义的旅程里程碑（包括入职、采用和价值实现）上对指定客户组合进行结构化接触。
· 在高级团队成员的指导下，支持多种参与形式，包括网络研讨会、办公时间及数字项目。
· 回应客户咨询，并引导客户至适当的资源、工具和下一步行动以支持产品使用。
客户健康监控（30%）
· 使用内部工具跟踪使用趋势和健康指标，向高级团队成员报告早期风险或疏离信号以便审查和处理。
· 应用定义的框架，帮助客户通过关键产品旅程里程碑，定期接受高级同事的指导。
· 根据高级团队成员的指示，参与针对高风险客户的结构化缓解措施。
产品知识与客户反馈（20%）
· 开发对 Bonterra 产品的深入理解，收集并分析客户反馈，为产品改进提供输入。
查看英文原文
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.
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.
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.
Originally posted on Himalayas