Staff Customer Success Manager, Higher Education

Blackbaud is seeking a Staff Customer Success Manager (CSM) to serve our Higher Education clients. In this strategic role, you’ll manage a diverse portfolio of accounts, acting as both the internal advocate for our customers and the external representative of Blackbaud. You’ll drive adoption of our solutions, foster long-term relationships, and ensure our clients achieve their goals.

At Blackbaud, we are committed to leadership, customer success, and innovation. We seek professionals who are passionate about supporting Higher Education institutions and dedicated to driving strategic growth and meaningful client outcomes.

What you'll do:

• Drive adoption and effective use of Blackbaud products for Higher Education institutions.

• Build and maintain trusted relationships with key stakeholders.

• Develop and execute customer success plans focused on measurable outcomes.

• Provide expert consultation on change management and best practices.

• Identify opportunities for growth, renewal, and value delivery.

• Collaborate cross-functionally to resolve issues and channel feedback into product improvements.

• Monitor and report on key performance metrics.

What you'll bring:

• 3+ years’ experience in Customer Success or Account Management within SaaS, preferably serving mid-market/enterprise clients or experience working at a Higher Education Institution

• Strong communication, problem-solving, and organizational skills.

• Technical proficiency with CRMs (e.g., Salesforce) and customer success platforms (e.g., Gainsight) is a plus.

• Proven ability to work collaboratively and adapt in a fast-paced environment.

• Previous experience with Blackbaud solutions is a plus.

• Willingness to travel up to 10% as needed.

• Customer-centric mindset, active listening, and empathy.

• Strategic thinking and independent decision-making.

• Effective teamwork and ownership of outcomes.

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Blackbaud is a remote-first company which embraces a flexible remote 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 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.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

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The starting base pay is $53,400.00 to $70,300.00. 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-first workforce

• 401(k) program with employer match

• Flexible paid time off

• Generous Parental Leave

• Volunteer for vacation

• Opportunities to connect to build community and belonging

• Pet insurance, legal and identity protection

• Tuition reimbursement program