Senior Customer Success Manager, Vertical Customer Success

About the role
At Blackbaud, we power an Ecosystem of Good® to help organisations create meaningful impact. As a Senior Customer Success Manager, you will act as a trusted partner to a portfolio of customers across Canada, helping them realise value from our solutions and further their mission.

This is a relationship-led, results-focused role that combines sector expertise, data insight, and strategic guidance to drive adoption, retention, and long-term growth. Managing a portfolio of around 75 customers, you will deliver 1:1 engagement across onboarding, adoption, health monitoring, and executive business reviews, supported by joint success planning. The role is highly relationship-focused and outcomes-driven, with accountability for customer retention, value realization, and long-term growth. The CSM also represents the voice of the customer internally, influencing product, services, and overall customer experience.

This role supports customers primarily across K-12 education, Higher Education, and Nonprofit organizations within Canada, requiring strong understanding of the unique regulatory, operational, and fundraising landscape.

What you'll be doing

• Build trusted relationships with senior customer stakeholders to understand goals and align solutions to measurable outcomes

• Develop and deliver joint success plans, including executive business reviews and value tracking across the customer lifecycle

• Use customer health and usage data to identify risks and opportunities, driving proactive action plans to improve outcomes

• Partner with Sales, Support and Professional Services to resolve challenges and deliver a seamless customer experience

• Advocate for customer needs internally, influencing product, services and overall experience improvements

• Analyze product usage and customer health data (via use of Gainsight and other business tracking tools) to identify risks and opportunities, proactively driving action plans

• Monitor customer sentiment and lead recovery efforts for at-risk accounts

• Contribute to customer engagement programs (e.g., webinars, regional events, user groups, and conferences)

• Support renewal efforts, particularly in high-risk scenarios, to protect and grow recurring revenue

• Maintain accurate and actionable data in customer success platforms (e.g., Gainsight)

What we need from you

• 3-5+ years of experience working within or supporting the Canadian social impact sector, including nonprofits, K–12 schools, and higher education institutions

• Strong understanding of the Canadian fundraising, advancement, or education landscape, including regional nuances and compliance considerations

• Experience building relationships with senior stakeholders and navigating complex customer environments

• Proven ability to manage accounts, drive adoption, and deliver measurable customer outcomes

• Excellent communication and presentation skills, with confidence engaging executive audiences

• Strong analytical skills, with the ability to interpret data and translate insights into action

• Hands-on experience with Blackbaud CRM and/or Raiser's Edge NXT is required

• Familiarity with broader Blackbaud ecosystem solutions (e.g., Luminate Online, TeamRaiser) is an asset

• Ability to demonstrate how technology enables mission-driven organizations to achieve impact

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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 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.