Customer Success Manager, Arts & Cultural

At Blackbaud, our vision is to power an Ecosystem of Good® that builds a better world, and our global Customer Success “Center of Excellence” exists to enable our customers to achieve their desired outcomes with Blackbaud solutions and services. Our Customer Success Managers (CSMs) are responsible for the proactive partnership with each customer, leveraging expertise of the social good sector and the pivotal role of cloud technology and data to help customers maximize value from their existing solutions towards defined and verifiable outcomes.

Customer Success Managers are transformational agents who steward the customer experience. Each CSM’s primary focus is to deliver, in a measurable way, 1:1 and 1: many success planning and related onboarding, adoption and health programming with customers (on a tiered basis according to their investment) throughout the customer journey. This includes onboarding assistance and regular executive business reviews backed by success plans. A successful CSM will utilize data and insight to proactively manage risks, demonstrate value, and help accelerate customer progress. You will work proactively to align Customers and Blackbaud to shared goals resulting in customer retention, more referrals, and increased investments in our solutions over time.

CSMs are responsible for retention of our customers, and organized for the most part by region, vertical, size, and/or product, with robust use of customer success tools to effectively execute responsibilities. They are also customer advocates, serving as voice of the customer within Blackbaud, internally guiding customer strategy; product, service, and support requirements; experience across Market Groups and Verticals; product and relationship marketing and other communications; and other functional areas. This role will focus on customers in the Arts and Cultural vertical in the United States.

What you’ll be doing  

• Understand the needs and priorities of customers across the social good ecosystem, industry best practices, and how our solutions drive value.

• Build and maintain strong strategic relationships with c-suite executives, senior directors and managers, and other key stakeholders across our customers, gaining trust and respect.

• Develop and execute jointly agreed success plans with each customer, underpinned by regular business review meetings, to ensure speed to results against their desired outcomes.

• Onboard new customers, ensuring that they understand how best to leverage the support, services, training, community, and other resources available.

• Analyze and share customer product usage data and rapidly identify opportunities for strategic action to reduce retention risk and drive progress towards outcomes.

• Understand and track customer sentiment data, respond promptly to user survey responses, and proactively action wellness plans for at-risk customers.

• Support the wider customer success and marketing teams to identify, develop, and deliver adoption webinars, user groups, events, blogs, customer stories, and other thought leadership for customers.

• Handle professionally even the most difficult or sensitive situations with external parties, turning negative or adversarial situations into positive results for both Blackbaud and the customer.

• Assist the renewals team when needed, such as when a renewal is identified as being at high risk or currently interrupted for any reason.

• Perform robust data management activities in Gainsight (CSM system of record) to underpin all of the above responsibilities, which benefits customer-facing staff across Blackbaud and management metrics and reporting.

• Assist other CSMs and teams as needed, providing expertise, mentoring and guidance – embracing our single team approach to customer success globally.

• Helping customers drive increased usage and value from our solutions towards their outcomes.

• Helping understand, track and improve the health, needs and satisfaction of our customers.

• Sharing with customers best practice usage and use cases from other customers

• Helping protect and grow recurring revenue (software subscriptions, premium services, and transactional processing).

• Being responsive to customer requests and concerns.

Cohesive relationships with other teams is critical – working together to maximize the value Blackbaud brings each customer, in alignment with their organizational outcomes and a clear understanding of roles and responsibilities. This includes close partnership across our customer success center of excellence, with products and marketing, and between CSMs and customer account executives (sales) as the core customer account team.

What we need from you

• 2-3 years working in the social impact sector - typically at a charity; education institution; healthcare, faith-based, or cultural organization; or grantmaking foundation; or within CSR at a company.

• Hands on experience with Blackbaud products, including Altru and The Raiser’s Edge NXT.

• Strong understanding of the enabling role of cloud software, services, expertise, and data intelligence to empower and connect people to drive impact.

• Excitement working with people and organizations, including demonstrable experience with relationship-building, account management, and/or delivering outstanding customer service.

• Excellent written, oral communication, and presentation skills, including exuding confidence and instilling confidence in others, and deep comfort operating with c-suite executives.

• Experience and success in fostering open communication and candid discussions at all levels of the organization, even on highly sensitive topics or escalations.

• Competence and comfort in drawing meaningful insight from data, and of both utilizing and demonstrating cloud technology to others.

• Ability and willingness to learn rapidly, to think globally and incisively, to trouble-shoot and find solutions through internal cross-team collaboration, and to take a broad view of all variables that could impact future success.

• Confidence working independently to targets whilst also being a highly committed team-player, including both receiving and providing guidance and mentoring.

• Passion to help others achieve their outcomes and to build a better world.

#LI-REMOTE

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

Blackbaud is a remote-first company which embraces a flexible remote 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 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.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

A notice to candidates: Recruitment Fraudulent Alert: Your personal information and online safety as a candidate mean a lot to us! At Blackbaud and our portfolio of companies, recruiters only direct candidates to apply through our official careers page at https://careers.blackbaud.com/us/en or our official LinkedIn page. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers, or conduct interviews via Skype.  Anyone suggesting otherwise is not a representative of Blackbaud. If you are unsure if a message is from Blackbaud, please email blackbaudrecruiting@blackbaud.com. 

The starting base pay is $61,000.00 to $77,800.00. 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-first workforce

• 401(k) program with employer match

• Flexible paid time off

• Generous Parental Leave

• Volunteer for vacation

• Opportunities to connect to build community and belonging

• Pet insurance, legal and identity protection

• Tuition reimbursement program

Apply