Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Product Adoption Strategies Customer Retention Stakeholder Engagement Customer Success Management Engagement Marketing Event Marketing Resource Allocation Customer Success Management Customer Engagement Strategy Cloud Computing +8 more

Other Skills

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Communication
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Teamwork
•
Customer Service
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Relationship Building

Roles & Responsibilities

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

Requirements:

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; proactively manage wellness plans for at-risk customers; protect recurring revenue; collaborate with renewals to ensure successful renewals
Identify and pursue expansion opportunities in collaboration with sales; foster loyalty and develop customer champions through reference programs, stories, and event participation; promote best practices to drive engagement

Blackbaud

About Blackbaud

Blackbaud (NASDAQ: BLKB) is the leading software provider exclusively dedicated to powering social impact. Serving the nonprofit and education sectors, companies committed to social responsibility, and individual change makers, Blackbaud’s essential software is built to accelerate impact in fundraising, nonprofit financial management, digital giving, grantmaking, corporate social responsibility and education management. With millions of users and $100 billion donated, granted, and invested through its platforms every year, Blackbaud’s solutions are unleashing the potential of the people and organizations who change the world. Blackbaud has been named to Newsweek’s list of America’s Most Responsible Companies, Quartz’s list of Best Companies for Remote Workers, and Forbes’ list of America’s Best Employers. A remote-first company, Blackbaud has operations in the United States, Australia, Canada, Costa Rica and the United Kingdom, supporting users in 100+ countries. Learn more at blackbaud.com or follow us on LinkedIn, Twitter and Instagram.

Company type: Large

Founded: 2018

Company size: 1001 - 5000

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Job description

At 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 will lead success planning, drive adoption, monitor customer 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 to anticipate challenges, identify opportunities, and ensure customers realize the full potential of their investment in Blackbaud.

Senior CSMs are expected to operate with a high level of autonomy and strategic influence, engaging with executive stakeholders and contributing to cross-functional initiatives that enhance the overall customer experience. Your work will directly impact customer satisfaction, loyalty, and the expansion of Blackbaud’s footprint within the social good community.

What you’ll do:

Customer Partnership & Strategy

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.).

Customer Health & Retention

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.

Growth & Advocacy

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).

What you’ll bring:

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.

Familiarity with Blackbaud solutions is a plus.

Passion for helping others and driving social impact.

Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube

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: