Staff Customer Success Manager, Higher Education

Blackbaud

108d • $53,400 - $70,300

About The Position

Blackbaud is seeking a Staff Customer Success Manager (CSM) to serve our Higher Education clients. In this strategic role, you’ll manage a diverse portfolio of accounts, acting as both the internal advocate for our customers and the external representative of Blackbaud. You’ll drive adoption of our solutions, foster long-term relationships, and ensure our clients achieve their goals. At Blackbaud, we are committed to leadership, customer success, and innovation. We seek professionals who are passionate about supporting Higher Education institutions and dedicated to driving strategic growth and meaningful client outcomes.

Requirements

• 3+ years’ experience in Customer Success or Account Management within SaaS, preferably serving mid-market/enterprise clients or experience working at a Higher Education Institution.
• Strong communication, problem-solving, and organizational skills.
• Technical proficiency with CRMs (e.g., Salesforce) and customer success platforms (e.g., Gainsight) is a plus.
• Proven ability to work collaboratively and adapt in a fast-paced environment.
• Previous experience with Blackbaud solutions is a plus.
• Willingness to travel up to 10% as needed.
• Customer-centric mindset, active listening, and empathy.
• Strategic thinking and independent decision-making.
• Effective teamwork and ownership of outcomes.

Nice To Haves

• Experience with Blackbaud solutions.

Responsibilities

• Drive adoption and effective use of Blackbaud products for Higher Education institutions.
• Build and maintain trusted relationships with key stakeholders.
• Develop and execute customer success plans focused on measurable outcomes.
• Provide expert consultation on change management and best practices.
• Identify opportunities for growth, renewal, and value delivery.
• Collaborate cross-functionally to resolve issues and channel feedback into product improvements.
• Monitor and report on key performance metrics.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees