Senior Customer Success Manager, Corporate Impact

Blackbaud

16d•Remote

About The Position

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.

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.

Nice To Haves

Familiarity with Blackbaud solutions is a plus.
Passion for helping others and driving social impact.

Responsibilities

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).