Customer Success Manager

About the job

The Customer Success Manager (CSM) is responsible for the overall engagement, success, and retention of assigned customer accounts. Acting as both the internal advocate for the client and the external representative of Blackbaud, the CSM ensures that client objectives are met by fostering trusted relationships and strategic communication. This role also involves collaborating cross-departmentally to address client needs, identify opportunities for growth, and support client goals with innovative solutions. **What you’ll do (Job duties and responsibilities)** • Drive Platform Adoption and Retention: Serve as the strategic leader for assigned accounts, ensuring the successful adoption and use of Blackbaud products to achieve client business objectives and promote client retention. • Develop Customer Success Plans: Work collaboratively with clients to build comprehensive success plans that outline critical goals and the strategies to achieve them. • Strategic Communication: Establish a proactive communication cadence (weekly, monthly, quarterly) tailored to client needs, and facilitate meetings that review progress, share key insights, and align on next steps. • Trusted Customer Advocate: Cement yourself as a trusted advisor, leveraging empathy, critical thinking, and active listening to understand client needs and provide tailored solutions. • Collaborate Cross-Functionally: Partner with Sales, Marketing, Professional Services, Product, Operations, and Support to resolve issues, manage escalations, and communicate client feedback that informs product development and process improvements. • Monitor Key Performance Metrics: Track and report client achievement of key performance indicators (KPIs), providing insights both internally and to customer stakeholders. • Support and Training Identification: Work with the Training team to identify additional client training opportunities that enhance product knowledge and usage. • Champion the Customer’s Voice: Serve as the customer’s advocate, raising up key insights and feedback from customers to the internal Blackbaud organization.

Requirements

• Technical Proficiency
• Exceptional Communication Skills
• Customer-Centric Approach
• Critical Thinking
• Problem Solving
• Organization
• Time Management
• Team Collaboration

Preferred Technologies

• Technical Proficiency
• Exceptional Communication Skills
• Customer-Centric Approach
• Critical Thinking
• Problem Solving
• Organization
• Time Management
• Team Collaboration

About the company

Blackbaud is committed to providing digital-first solutions focused on social good. Their platform facilitates transparency and engagement across community-driven initiatives.