Customer Success Manager

Job description

About the role At Blackbaud, we build technology that helps organisations make a real difference. As a Customer Success Manager, you’ll partner with a portfolio of not‑for‑profit customers to help grow the impact of their Blackbaud solutions. You’ll apply structured customer success practices and make responsible use of approved AI capabilities to improve adoption, outcomes, and efficiency, while maintaining trust, transparency, and human judgement. Acting as a trusted advisor, you’ll support customer transformation through scalable success programmes and tailored, outcome‑led engagement. What you'll be doing: Own the end‑to‑end success of a portfolio of mid‑market customers, with accountability for adoption, engagement, and retention Drive adoption and value realisation through structured success plans, outcome focused conversations, and best‑practice programmes Support customers in understanding and adopting Blackbaud AI capabilities, including readiness, data quality considerations, and responsible use Act as a point of escalation when ownership or direction is unclear, bringing clarity and coordinating resolution across teams Share structured customer insights, including feedba...