Senior Customer Success Manager

About the role

We are looking for a Customer Success Manager (CSM) to join our Blackbaud Europe Team. This role is a strategic, customer-facing role responsible for driving measurable outcomes, value realisation, and long-term retention across a defined portfolio of customers within Blackbaud Europe.

You will be a strong customer champion, building partnerships by leveraging your expertise of the social good sector to help customers maximise value from their solutions. This role will also partner with a mix of our customers size, scale and area of impact to strategise and deliver transformative difference. Operating as a trusted advisor, you will be a transformation agent who stewards customer experience to deliver measurable success planning and onboarding, adoption and health programming with customers by balancing direct one-to-one account ownership with collaborative one-to-many engagement, partnering closely with Customer Success colleagues to deliver scalable programmes while ensuring strategic customers receive tailored, outcome-led support.

What you’ll be doing

• Act as the named CSM for a portfolio of strategic, high-value, or at-risk customers via documented Customer Success Plans against their desired outcomes, goals and milestones.

• Build and maintain 1:many programmes in collaborating with Customer Success colleagues, including helping to manage and implement programmes such as webinars, office hours, roundtables etc.

• Onboard new customers, ensuring that they understand how best to leverage the support, services, training, and our community to ensure they are self-sufficient.

• Analyse 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

• Helping customers drive increased usage and value from our solutions towards their outcomes

• Help understand, track and improve the health, needs and satisfaction of our customers

• Build and maintain deep, multi-threaded relationships across customer organisations, including senior leadership and executive stakeholders.

• Proactively identify risks related to adoption, sentiment, or organisational change and lead mitigation plans through to resolution.

• Contribute to the evolution of CS playbooks, processes, templates, and engagement models.

What we need from you

• Hand's on experience with Blackbaud products, specifically Raiser's Edge NXT.  Awareness or knowledge of Blackbaud Grantmaking, Blackbaud Awards Management and Blackbaud CRM would also be advantageous.

• Understanding and experience in the social good community (nonprofits, foundations, education institutions, healthcare institutions)

• Excitement working with people and organisations, including demonstrable experience with relationship-building, account management, and/or delivering outstanding customer service

• Excellent written, oral communication, and presentation skills, including exuding confidence and instilling confidence in others

• Operate effectively and proactively with high autonomy and credibility

• Comfortable managing complexity, ambiguity and competing priorities

• Strong understanding of the enabling role of cloud software, services, expertise, and data intelligence to empower and connect people to drive impact

• Experience and success in fostering open communication and candid discussions at all levels of the organisation

• Competence and comfort in drawing meaningful insight from data, and of both utilising and demonstrating cloud technology to others

• Ambition to engage with new functionality, technology and efficiencies both within teams and externally.

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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.