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.
What we need from you
Required - 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
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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.
