Reporting to the Manager of Customer Success, the Principal 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 Principal 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 Blackbaud’s platform, ensuring client satisfaction, and accountability for revenue growth and retention.
What You’ll Do:
Drive Platform Adoption and Retention: Serve as the strategic leader for assigned accounts, ensuring the successful adoption and use of Blackbaud products to achieve client business objectives and promote client retention.
Develop Customer Success Plans: Work collaboratively with clients to build comprehensive success plans that outline critical goals and the strategies to achieve them.
Strategic Communication: Establish a proactive communication cadence (weekly, monthly, quarterly) tailored to client needs, and facilitate meetings that review progress, share key insights, and align on next steps.
Trusted Customer Advocate: Cement yourself as a trusted advisor, leveraging empathy, critical thinking, subject matter expertise and active listening to understand client needs and provide tailored solutions.
Collaborate Cross-Functionally: Partner with Sales, Marketing, Professional Services, Product, Operations, and Support to resolve issues, manage escalations, and communicate client feedback that informs product development and process improvements.
Monitor Key Performance Metrics: Track and report client achievement of key performance indicators (KPIs), providing insights both internally and to customer stakeholders.
Support and Training Identification: Work with the Training team to identify additional client training opportunities that enhance product knowledge and usage. Champion the Customer’s Voice: Serve as the customer’s advocate, raising up key insights and feedback from customers to the internal Blackbaud organization.
Continuous Learning and Adaptation: Maintain up-to-date knowledge of Blackbaud's current and upcoming product offerings and incorporate feedback to enhance customer engagements.
What You’ll Bring:
7+ years of experience in working in or with the social impact sector, which includes nonprofits and foundations.
Hands on experience working with Blackbaud solutions and services, with proficiency in Blackbaud Raiser’s Edge NXT and Blackbaud Luminate.
Adept at engaging in consultative technical discussions and providing light technical solutions. Experience with CRMs (e.g., Salesforce) and CSPs (e.g., Gainsight) is advantageous.
Strong written and verbal communication skills with the ability to handle strategic conversations and deliver concise, respectful, and value-driven messaging.
Demonstrated ability to understand customer needs, anticipate challenges, and respond with urgency to deliver exceptional service.
Ability to analyze complex problems, think logically, and make sound business decisions that benefit both Blackbaud and the customer.
Proven skills in managing multiple projects and priorities, meeting deadlines, and maintaining a high level of productivity.
Strong interpersonal skills, showing empathy, tact, and diplomacy in managing client relationships and supporting colleagues.
Comfort working in a fast-paced, dynamic environment with a proactive attitude to adapt to evolving client and business needs.
Experience leveraging analytics, reports, and trends to measure success, improve client outcomes, and enhance product usage.
Demonstrated desire to grow professionally, pursue continuous learning, and set personal goals that align with team success.
Willingness to travel up to 10% as required.
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Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
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The starting base pay is $87,700.00 to $114,200.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.Benefits Include:
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
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