Vertical CSM

The Customer Success Manager (CSM) is responsible for the overall engagement, success, and retention of assigned customer accounts. Acting as both the internal advocate for the client and the external representative of Blackbaud, the CSM ensures that client objectives are met by fostering trusted relationships and strategic communication. This role also involves collaborating cross-departmentally to address client needs, identify opportunities for growth, and support client goals with innovative solutions. This individual contributor role is responsible for driving the adoption and success of Blackbaud’s platform, ensuring client satisfaction, and accountability for revenue growth and retention.

What you’ll do (Job duties and responsibilities)

• Drive Platform Adoption and Retention: Serve as the strategic leader for assigned accounts, ensuring the successful
adoption and use of Blackbaud products to achieve client business objectives and promote client retention.
• Develop Customer Success Plans: Work collaboratively with clients to build comprehensive success plans that outline critical
goals and the strategies to achieve them.
• Strategic Communication: Establish a proactive communication cadence (weekly, monthly, quarterly) tailored to client
needs, and facilitate meetings that review progress, share key insights, and align on next steps.
• Trusted Customer Advocate: Cement yourself as a trusted advisor, leveraging empathy, critical thinking, and active listening
to understand client needs and provide tailored solutions.
• Collaborate Cross-Functionally: Partner with Sales, Marketing, Professional Services, Product, Operations, and Support to
resolve issues, manage escalations, and communicate client feedback that informs product development and process
improvements.
• Monitor Key Performance Metrics: Track and report client achievement of key performance indicators (KPIs), providing
insights both internally and to customer stakeholders.
• Support and Training Identification: Work with the Training team to identify additional client training opportunities that
enhance product knowledge and usage.
• Champion the Customer’s Voice: Serve as the customer’s advocate, raising up key insights and feedback from customers to
the internal Blackbaud organization.

What you’ll bring : Job requirements

• Technical Proficiency: Adept at engaging in consultative technical discussions and providing light technical solutions.
Experience with CRMs (e.g., Salesforce) and CSPs (e.g., Gainsight) is advantageous.
• Exceptional Communication Skills: Strong written and verbal communication skills with the ability to handle strategic
conversations and deliver concise, respectful, and value-driven messaging.
• Customer-Centric Approach: Demonstrated ability to understand customer needs, anticipate challenges, and respond with
urgency to deliver exceptional service.
• Critical Thinking and Problem Solving: Ability to analyze complex problems, think logically, and make sound business
decisions that benefit both Blackbaud and the customer.
• Organization and Time Management: Proven skills in managing multiple projects and priorities, meeting deadlines, and
maintaining a high level of productivity.
• Team Collaboration and Emotional Intelligence: Strong interpersonal skills, showing empathy, tact, and diplomacy in
managing client relationships and supporting colleagues.
• Adaptability: Comfort working in a fast-paced, dynamic environment with a proactive attitude to adapt to evolving client and
business needs.
• Data-Driven Mindset: Experience leveraging analytics, reports, and trends to measure success, improve client outcomes, and
enhance product usage.
• Self-Motivation and Learning: Demonstrated desire to grow professionally, pursue continuous learning, and set personal
goals that align with team success.
Core Competencies
• Active listening, empathy, and ability to create positive and impactful client experiences.
• Strong problem-solving abilities, independent decision-making, and confidence in judgment.
• Proficiency in aligning work with company objectives and understanding the impact of individual actions on business
metrics.
• Proactive communication with an emphasis on building trust, managing expectations, and maintaining accountability.
• Effective collaboration with a focus on teamwork, supporting others, and contributing to the collective success of the team.
• Ownership and responsibility in delivering quality work and addressing issues constructively.
• Advanced level English
• Ability to work US East Coast hours

India Location
Our India location is a cornerstone of our global efforts, where innovation and collaboration come together to drive our mission forward. This stems from our commitment to expanding our global impact by harnessing the incredible talent pool in Hyderabad. Here, you’ll find a supportive and inclusive environment that values your contributions and encourages growth, both professionally and personally. We offer a hybrid work model, blending remote and in-office work to allow flexibility while supporting you personally and professionally. We Thrive Together!

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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.