Customer Success Manager

Leading uniquely at the intersection point of technology and social good, Blackbaud provides software, services, expertise, and data intelligence that empowers and connects people to advance the social good movement. We serve the entire social good community, which includes nonprofits, foundations, corporations, education institutions, and the individual change agents who support them.

It is the Customer Success Manager’s responsibility to support customer adoption and success across the Corporate and Foundation customer base. The Customer Success Manager pro-actively develops and shares best practices and shared knowledge derived from work with our clients. This information will be shared with all clients, segmented by perceived client need. As a trusted adviser, the Customer Success Manager will serve as the front line customer advocate for under-performing projects and accounts, helping align best practices and Blackbaud resources to reach the customer’s financial goals.

* Develop and foster relationships within all levels of customer organization * Identify and document overall customer expectations, based on account treatment model * Retain and grow Blackbaud business with active customers * Proactively communicate internally and externally to drive overall satisfaction and retention of Blackbaud business * Ensure that an account/save plan for meeting customer expectations is implemented * Execute ongoing Customer Success process improvements * Leverage existing client satisfaction programs * Gain insight into customers’ behavior for the purpose of analyzing each customer’s probability to renew their existing contracts with Blackbaud

* Bachelor’s Degree * Experience working with Corporate, Family and/or Community Foundations preferred * 2+ years of experience in Sales, Technical Support, Professional Services, or Account Management * Background in or exposure to Software/SaaS Account Management is preferred * Must be process-oriented with a high degree of comfort working in a metrics-driven environment * A strong passion for and orientation towards providing a positive customer experience * Demonstrated ability to effectively and quickly build relationships, establish credibility, respect, and confidence * Proven success in a high volume, entrepreneurial, and fast-paced growth environment * Excellent written and oral communication skills, including strong presentation skills