Customer Success, Staff A

About the role :

We’re looking for a Customer Success Manager to join our customer support organization. You will be overseeing the customer journey and self-service experience of our digital tier customers. You will be a customer champion, building strong partnerships by leveraging your expertise of the social good sector to help customers maximize value from their solutions. This role will oversee a mix of digital customers across the globe to deliver transformative difference.

You will be a transformation agent who stewards the digital customer experience to deliver measurable success engagements, adoption, and health programming with customers at scale. Working proactively to align Customers and Blackbaud to shared goals, you will leverage data and insights to help our customers manage risks, build value, and accelerate growth through a self-service experience.

What you’ll do :

• Responsible for stewarding the customer experience for our digital tier customers
• Systematically collects and analyzes product usage and data from across the customer journey
• Develop and manage automated engagement and success plans to proactively mitigate retention risk and drive customer value through achieving outcomes
• Collaborate with internal teams to proactively streamline the customer experience and increase the effectiveness of self-service
• Responsible to drive increased usage and value of our solutions and resources to help achieve outcomes via automated plays and self-service experiences
• Provide ongoing analysis and recommendations to continuously improve customer health, and lower customer effort in the digital space
• Proactively identify areas of improvement for at-risk customer, using customer sentiment data, survey data and success plans to improve the customer experience at scale.

What you’ll bring :