Are you passionate about helping customers succeed? Do you enjoy creating supportive and engaging experiences that educate customers and help them achieve their goals? We are looking for a creative and self-directed Onboarding Program Manager to join our global Customer Success team to engage with customers through direct initiatives and manage our digital onboarding programs for new user and customers.
As an Onboarding Program Manager, you will be pivotal in shaping the customer journey from Point-of-Sale through Go-Live and beyond, ensuring users are trained, engaged, and actively using our solutions. You will collaborate with multiple Customer Success teams to design scalable onboarding experiences that promote self-service, early value realization, and long-term retention.
What you'll do:
Engage with customers through direct and digital initiatives to ensure successful onboarding, implementation, and adoption.
Design and manage digital onboarding experiences for new users and new customers, and re-onboarding for customers with low or no usage of their Blackbaud solutions.
Maintain and evolve digital platforms to guide customers through key onboarding and adoption milestones.
Monitor usage data and engagement metrics to identify risk and trigger proactive outreach and campaigns.
Develop playbooks, assets, and self-service resources to support scalable onboarding and adoption.
Coordinate communication, scheduling, and logistics for onboarding engagements leveraging tools like Gainsight and Goldcast.
Contribute to continuous improvements by analyzing feedback and onboarding outcomes.
What you'll bring:
3+ years’ experience working in a SaaS environment focused on Onboarding, Customer Success, Training, or Digital Engagement.
Excellent communication and relationship-building skills, including comfort engaging with senior stakeholders.
Strong initiative and adaptability in a fast-paced, evolving environment.
Detail-oriented and organized, with the ability to manage multiple projects and tasks.
Experience working with cross-functional teams and driving collaborative outcomes.
Analytical with strong problem-solving skills and an eye for details
Ability to create clear, user-friendly documentation.
Familiarity with Gainsight, Marketo, and Goldcast is a plus but not required.
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Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!
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.
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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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