Team Lead, Customer Success, Health Care

Blackbaud

79d • $77,700 - $104,500

About The Position

Operating as a player-coach, the Team Lead role within Healthcare Vertical in Customer Success is responsible for managing and leading a team of CSMs, as well as serving as a CSM to several key customers relationships directly. As transformational agents who proactively conduct 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 thereafter regular executive business reviews backed by joint success plans and sentiment tracking. Every CSM should leverage data and insight to proactively manage risks to customers’ success, demonstrate value to customers, and help accelerate their progress. The role is relationship-focused and aligns our users and Blackbaud to shared goals, resulting in lower customer churn, 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 position will work primarily with our customers in the Healthcare vertical.

Requirements

• Minimum 3-5 years of experience in or with the social impact sector, which includes nonprofits, hospitals and healthcare institutions in the US.
• Minimum 1-2 years of experience managing and leading a team, including fostering open communication and candid discussion, providing mentorship and development, creating a feeling of belonging and team spirit, taking initiative to help others, managing individuals to performance standards, and sharing successes.
• Hands on experience working with Blackbaud solutions and services, with proficiency in Raiser’s Edge NXT, Blackbaud CRM, Luminate Online and TeamRaiser.
• Proven adeptness in building and managing relationships with internal stakeholders at a senior level.
• 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 varying 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.

Responsibilities

• Understand the needs and priorities of customers across the social good ecosystem, industry best practices, and how our specific solution capabilities 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.
• Ensure that CSMs are successful with, and accountable for, their portfolio of customer relationships.
• Monitor, coach and guide CSM performance as measured and supported by Gainsight, driving process improvement and operational excellence across the team.
• Conduct at least bi-weekly 1:1s with each team member, and at least bi-weekly team meetings.
• Partner with other teams (including Customer Support, Sales, Professional Services leadership) on escalations or issues which may arise.
• Participate in regular Customer Success Management and Vertical management meetings, helping to represent the needs and current performance of the Healthcare vertical.
• Present and report to executive-level staff on status, trends, and results of CSM initiatives and priorities, and via monthly reporting reviews and other more information channels, closely supported by the Senior Manager.
• Develop and execute jointly agreed success plans with each customer, underpinned by regular executive business review meetings, to ensure speed to results against their desired outcomes.
• Support the onboarding of 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 to underpin all 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.
• Help customers drive increased usage of and value from Blackbaud solutions towards their outcomes.
• Help protect and grow recurring revenue (software, premium services, and transactional processing).
• Share with customers best practice usage and use cases from other customers.
• Help understand, track and improve the health, needs and satisfaction of our customers.
• Be responsive to customer requests and concerns.

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