Customer Success Manager

CSMs are responsible for retention of our customers, and organized for the most part by region, vertical, size, and/or product, with robust use of customer success tools to effectively execute responsibilities. They are also customer advocates, serving as voice of the customer within Blackbaud, internally guiding customer strategy; product, service and support requirements; experience across Market Groups and Verticals; product and relationship marketing and other communications; and other functional areas.

The Internal CSM assists the customer-facing CSM teams by answering inbound requests, running & preparing reports and other customer-facing materials, consolidating data and generating materials & information to help CSMs with escalation management.

Responsibilities

• Understand the needs and priorities of customers across the social good ecosystem, industry best practices, and how our specific solution capabilities drive value
• Produce materials to help CSMs develop and execute jointly agreed success plans with each customer, underpinned by regular executive business review meetings, to ensure speed to results against their desired outcomes
• Analyze and share customer product usage data and rapidly identify opportunities for strategic action to reduce retention risk and drive progress towards outcomes
• Understand and track customer sentiment data, respond promptly to user survey responses, and proactively action wellness plans for at-risk customers
• Support the wider customer success and marketing teams to identify and develop adoption webinars, user groups, events, blogs, customer stories, and other thought leadership for customers
• Assist the renewals team when needed, such as when a renewal is identified as being at high risk or currently interrupted for any reason
• Perform robust data management activities in Gainsight to underpin all the above responsibilities, which benefits customer-facing staff across Blackbaud and management metrics and reporting
• Assist other CSMs and teams as needed, providing expertise, mentoring and guidance – embracing our single team approach to customer success globally.
  
  

In support of these responsibilities, all CSMs should proactively seek to:

• Help customers drive increased usage of and value from Blackbaud solutions towards their outcomes
• Help protect and grow recurring revenue (software, premium services, and transactional processing)
• Produce and maintain a library of best practice usage and use cases from other customers
• Help understand, track and improve the health, needs and satisfaction of our customers
• Be responsive to customer requests and concerns.
  
  

Cohesive relationships with other teams is critical – working together to maximize the value Blackbaud brings each customer, in alignment with their organizational outcomes and a clear understanding of roles and responsibilities. This includes close partnership across our customer success center of excellence, with products and marketing, and between CSMs and customer account executives (sales) as the core customer account team

Required Qualifications

• Strong understanding of the enabling role of cloud software, services, expertise, and data intelligence to connect people to drive impact
• Experience working with Software Solutions
• Experience and demonstratable competence in Customer Success
• Demonstrable experience with relationship-building, account management, and/or delivering outstanding customer service
• Excellent written, oral communication, and presentation skills
• Competence and comfort in drawing meaningful insight from data, and of both utilizing and demonstrating cloud technology
• Strong organizational skills
• Ability and willingness to learn rapidly, to think globally and incisively, to trouble-shoot and find solutions through internal cross-team collaboration, and to take a broad view of all variables that could impact future success.
  
  

Preferred Qualifications

• Experience working with Blackbaud software and solutions
• Experience working with nonprofit organizations
  
  

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Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

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