Key skills
Corporate Social Responsibility SaaSEngaging with C-suite ExecutivesData AnalysisCloud TechnologyRelationship-buildingCSaaSCommunicationCollaborationPresentation SkillsCustomer SuccessSales
About this role
Blackbaud is committed to powering an Ecosystem of Good®, connecting people and organizations to build a better world. As a Senior Customer Success Manager, you will serve as a strategic partner to customers in the social good sector, guiding them in leveraging Blackbaud’s solutions to achieve their goals. This role involves building relationships, driving customer health and retention, and identifying growth opportunities to enhance the customer experience.
Responsibilities:
- Build strategic relationships with executives and key stakeholders
- Drive usage and value realization of YourCause solutions
- 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.)
- Monitor product usage and sentiment data to identify risks 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
- Identify and 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)
Requirements:
- 3-5 years of experience in Corporate Social Responsibility SaaS or the social good sector
- Proven success in relationship-building and customer service
- Strong communication and presentation skills
- Experience engaging with c-suite executives and managing sensitive discussions
- Ability to derive insights from data and demonstrate cloud technology
- Self-starter with a collaborative mindset and global perspective
- Passion for helping others and driving social impact
- Familiarity with Blackbaud solutions is a plus