United States onlyAt Blackbaud, we are committed to powering an Ecosystem of Good®—a connected network of people and organizations working together to build a better world. As a Senior Customer Success Manager (CSM), you will play a pivotal role in this mission by serving as a strategic partner to our customers across the social good sector. You will guide them in leveraging Blackbaud’s cloud solutions, services, and data intelligence to achieve meaningful, measurable outcomes aligned with their organizational goals.
This role is both proactive and consultative, requiring a deep understanding of customer needs, industry best practices, and the value our technology delivers. You willleadsuccess planning, drive adoption,monitorcustomer health, and foster long-term relationships that result in retention, growth, and advocacy. As a strategic partner, you will collaborate across internal teams and use data-driven insights toanticipatechallenges,identifyopportunities, and ensure customers realize the full potential of their investment in Blackbaud.
Senior CSMs are expected tooperatewitha high levelof autonomy and strategic influence, engaging with executive stakeholders and contributing to cross-functional initiatives that enhance the overall customer experience. Your work will directlyimpactcustomer satisfaction, loyalty, and the expansion of Blackbaud’s footprint within the social good community.
Whatyou’lldo:
Customer Partnership & Strategy
Build strategic relationships with executives and key stakeholders.
Drive usage and value realization ofYourCausesolutions.
Develop and execute joint success plans supported by executive business reviews.
Onboard new customers and ensure effective use of available resources (support, training, community, etc.).
Customer Health & Retention
Monitor product usage and sentiment data toidentifyrisks and opportunities.
Respond to survey feedback and proactively manage wellness plans for at-risk customers.
Protect recurring revenue through proactive sentiment tracking and wellness planning.
Work collaboratively with the renewals team to share customer feedback and relationship insights to ensure successful renewal of each of our clients.
Growth & Advocacy
Identifyand support expansion opportunities in collaboration with sales.
Foster loyalty and develop customer champions through reference programs, stories, and event participation.
Encourage best practices to drive engagement (e.g., giving campaigns, incentive programs).
Whatyou’llbring:
3-5 years of experience in Corporate Social Responsibility SaaS or the social good sector.
Proven success inrelationship-buildingand customer service.
Strong communicationand presentation skills.
Experience engaging with c-suite executives and managing sensitive discussions.
Ability to derive insights from data anddemonstratecloud technology.
Self-starter with a collaborative mindset and global perspective.
Familiarity with Blackbaud solutions is a plus.
Passion for helping others and driving socialimpact.
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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 $67,400.00 to $90,700.00. 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
United Kingdom only
Canada only