Vertical CSM

The Customer Success Manager (CSM) is responsible for the overall engagement, success, and retention of assigned customer accounts. Acting as both the internal advocate for the client and the external representative of Blackbaud, the CSM ensures that client objectives are met by fostering trusted relationships and strategic communication. This role also involves collaborating cross-departmentally to address client needs, identify opportunities for growth, and support client goals with innovative solutions. This individual contributor role is responsible for driving the adoption and success of Blackbauds platform, ensuring client satisfaction, and accountability for revenue growth and retention.What youll do (Job duties and responsibilities)
Drive Platform Adoption and RetentionServe as the strategic leader for assigned accounts, ensuring the successfuladoption and use of Blackbaud products to achieve client business objectives and promote client retention. Develop Customer Success PlansWork collaboratively with clients to build comprehensive success plans that outline criticalgoals and the strategies to achieve them. Strategic CommunicationEstablish a proactive communication cadence (weekly, monthly, quarterly) tailored to clientneeds, and facilitate meetings that review progress, share key insights, and align on next steps. Trusted Customer AdvocateCement yourself as a trusted advisor, leveraging empathy, critical thinking, and active listeningto understand client needs and provide tailored solutions. Collaborate Cross-FunctionallyPartner with Sales, Marketing, Professional Services, Product, Operations, and Support toresolve issues, manage escalations, and communicate client feedback that informs product development and processimprovements. Monitor Key Performance MetricsTrack and report client achievement of key performance indicators (KPIs), providinginsights both internally and to customer stakeholders. Support and Training IdentificationWork with the Training team to identify additional client training opportunities thatenhance product knowledge and usage. Champion the Customers VoiceServe as the customers advocate, raising up key insights and feedback from customers tothe internal Blackbaud organization.What youll bring Job requirements
Technical ProficiencyAdept at engaging in consultative technical discussions and providing light technical solutions.Experience with CRMs (e.g., Salesforce) and CSPs (e.g., Gainsight) is advantageous. Exceptional Communication Skills:

Strong written and verbal communication skills with the ability to handle strategicconversations and deliver concise, respectful, and value-driven messaging. Customer-Centric ApproachDemonstrated ability to understand customer needs, anticipate challenges, and respond withurgency to deliver exceptional service. Critical Thinking and Problem SolvingAbility to analyze complex problems, think logically, and make sound businessdecisions that benefit both Blackbaud and the customer. Organization and Time ManagementProven skills in managing multiple projects and priorities, meeting deadlines, andmaintaining a high level of productivity. Team Collaboration and Emotional IntelligenceStrong interpersonal skills, showing empathy, tact, and diplomacy inmanaging client relationships and supporting colleagues. AdaptabilityComfort working in a fast-paced, dynamic environment with a proactive attitude to adapt to evolving client andbusiness needs. Data-Driven MindsetExperience leveraging analytics, reports, and trends to measure success, improve client outcomes, andenhance product usage. Self-Motivation and LearningDemonstrated desire to grow professionally, pursue continuous learning, and set personalgoals that align with team success.Core Competencies Active listening, empathy, and ability to create positive and impactful client experiences. Strong problem-solving abilities, independent decision-making, and confidence in judgment. Proficiency in aligning work with company objectives and understanding the impact of individual actions on businessmetrics. Proactive communication with an emphasis on building trust, managing expectations, and maintaining accountability. Effective collaboration with a focus on teamwork, supporting others, and contributing to the collective success of the team. Ownership and responsibility in delivering quality work and addressing issues constructively. Advanced level English Ability to work US East Coast hours
India LocationOur India location is a cornerstone of our global efforts, where innovation and collaboration come together to drive our mission forward. This stems from our commitment to expanding our global impact by harnessing the incredible talent pool in Hyderabad. Here, youll find a supportive and inclusive environment that values your contributions and encourages growth, both professionally and personally. We offer a hybrid work model, blending remote and in-office work to allow flexibility while supporting you personally and professionally. We Thrive Together!
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