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 valueProduce 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 outcomesAnalyze and share customer product usage data and rapidly identify opportunities for strategic action to reduce retention risk and drive progress towards outcomesUnderstand and track customer sentiment data, respond promptly to user survey responses, and proactively action wellness plans for at-risk customersSupport the wider customer success and marketing teams to identify and develop adoption webinars, user groups, events, blogs, customer stories, and other thought leadership for customersAssist the renewals team when needed, such as when a renewal is identified as being at high risk or currently interrupted for any reasonPerform robust data management activities in Gainsight to underpin all the above responsibilities, which benefits customer-facing staff across Blackbaud and management metrics and reportingAssist 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 outcomesHelp 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 customersHelp understand, track and improve the health, needs and satisfaction of our customersBe 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 impactExperience working with Software SolutionsExperience and demonstratable competence in Customer SuccessDemonstrable experience with relationship-building, account management, and/or delivering outstanding customer serviceExcellent written, oral communication, and presentation skillsCompetence and comfort in drawing meaningful insight from data, and of both utilizing and demonstrating cloud technologyStrong organizational skillsAbility 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 solutionsExperience working with nonprofit organizationsStay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube 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.