Manager, Customer Support - YourCause
The opportunity
YourCause from Blackbaud supports some of the world's leading companies in managing their corporate impact programs. Customer Support plays an increasingly central role in delivering a high-quality, consistent, and efficient experience across a diverse and global customer base.
We are investing in the next phase of that support model—one grounded in operational discipline, data-driven decision-making, and the intelligent use of automation and AI to improve outcomes for both customers and agents. Success in this role is measured by increased agent effectiveness, reduced case volume and customer effort, faster time to resolution, and stronger customer confidence in every interaction. This is an opportunity to lead a critical function through measurable evolution while maintaining strong, reliable day-to-day performance.
As Manager, Customer Support, you will lead Level 1 and Level 2 support teams, own the metrics that define success, and drive measurable improvement in how support is structured, delivered, and scaled. Reporting to the Head of YourCause Customer Experience, you will translate performance insights into action, partner cross-functionally to address root causes, and play a key role in advancing Blackbaud's mission to deliver a customer-centric, intelligent, and AI-powered support experience.
What you will do
Build and lead a high-performing organization
- Hire, develop, and retain a strong Customer Support team
- Align team structure, coverage, and capacity to meet evolving business needs
- Set clear expectations and operating standards that drive accountability, consistency, and performance
- Establish a rigorous quality management approach, including case reviews, calibration, and coaching
- Foster a culture of continuous improvement, psychological safety, and inclusion
- Build a future-ready team capable of operating in a data-driven, digitally enabled, and AI-augmented environment
Own and elevate operational performance
- Own core service metrics, including response times, resolution SLAs, quality, productivity, and customer satisfaction
- Analyze operational data and trends to identify improvement opportunities
- Ensure clear documentation and maintenance of standard operating procedures
- Maintain strong awareness of business priorities, product roadmaps, and customer needs to proactively identify volume drivers and operational risks
- Own escalated and high-impact customer situations, ensuring resolution and reinforcing customer confidence
Advance a modern support model
- Lead cross-functional initiatives with Product, Engineering, and Enablement to reduce case volume, improve product usability, and strengthen self-service
- Build and scale a knowledge strategy that improves agent effectiveness and expands customer self-service adoption
- Partner with CS Operations and Corporate IT to advance the automation and tooling strategy that enables secure, scalable, and governed AI adoption
- Advance GenAI and Agentic AI capabilities that augment and progressively automate support work, including: intelligent triage and routing, real‑time agent guidance, and knowledge creation and improvement
What You Bring
- 7+ years of experience in Customer Support operations, including 3+ years of people leadership experience
- Experience supporting SaaS products in B2B and/or B2C environments
- Experience leading digital transformation or AI-enabled initiatives in a SaaS or enterprise software environment
- Strong written and verbal communication skills, with the ability to explain complex issues clearly across technical and business audiences
- Strong track record of building, coaching, and retaining high-performing teams
- Experience designing or scaling knowledge systems or self-service programs
- Strong understanding of how knowledge, training, and digital workflows enable GenAI, Agentic AI, and automation at scale.
- Experience with Salesforce Service Cloud, including case management, queue design, escalation workflows, and reporting
- Ability to support after-hours and weekend escalations
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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and 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.
The starting base pay is $77,700.00 to $104,500.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.Benefits Include:
Medical, dental, and vision insurance
Remote-flexible workforce
Wellness Programs
401(k) program with employer match
Flexible paid time off
Generous Parental Leave
Donations for Doers
Pet insurance, legal and identity protection
Tuition reimbursement program
Skills Required
- 7+ years of experience in Customer Support operations
- 3+ years of people leadership experience
- Experience supporting SaaS products in B2B and/or B2C environments
- Experience leading digital transformation or AI-enabled initiatives in a SaaS or enterprise software environment
- Strong written and verbal communication skills
- Strong track record of building, coaching, and retaining high-performing teams
- Experience designing or scaling knowledge systems or self-service programs
- Strong understanding of how knowledge, training, and digital workflows enable GenAI and Agentic AI
- Experience with Salesforce Service Cloud
- Ability to support after-hours and weekend escalations
Blackbaud Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Blackbaud and has not been reviewed or approved by Blackbaud.
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Leave & Time Off Breadth — Paid time off, paid holidays, and “wellbeing days” are emphasized, and feedback suggests PTO is a consistent strength. Remote/hybrid flexibility further supports time-away needs.
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Wellbeing & Lifestyle Benefits — Wellbeing programs, health coaching, and flexibility (including remote/hybrid schedules) are highlighted as part of a holistic support approach. Tuition reimbursement, wellness recognition, and home-office support add everyday value.
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Inclusive Benefits Coverage — Benefits extend to mental health support, fertility options, and travel support for abortion care, with parental leave also included. These offerings signal attention to diverse needs across life stages.
Blackbaud Insights
What We Do
Blackbaud unleashes the potential of the people and organizations who change the world. As the leading software provider exclusively dedicated to powering social impact, Blackbaud expands what is possible across the nonprofit and education sectors, at companies committed to social responsibility, and for individual change makers. Built specifically for fundraising, nonprofit financial management, digital giving, grantmaking, corporate social responsibility and education management, Blackbaud’s essential software accelerates impact through unmatched expertise and powerful data intelligence. Millions of people across more than 100 countries connect, give, learn, and engage through Blackbaud platforms.
Why Work With Us
We’re here to fuel impact that creates a better, more connected world. When nonprofits, social impact teams, schools and individual change-makers have powerful and effective foundational infrastructure, they transform our communities and our world.
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