At Blackbaud, we are committed to powering an Ecosystem of Good®—a connected network of people and organizations working together to build a better world. As a Senior Customer Success Manager (CSM), you will play a pivotal role in this mission by serving as a strategic partner to our customers across the social good sector. You will guide them in leveraging Blackbaud’s cloud solutions, services, and data intelligence to achieve meaningful, measurable outcomes aligned with their organizational goals.
This role is both proactive and consultative, requiring a deep understanding of customer needs, industry best practices, and the value our technology delivers. You will lead success planning, drive adoption, monitor customer health, and foster long-term relationships that result in retention, growth, and advocacy. As a strategic partner, you will collaborate across internal teams and use data-driven insights to anticipate challenges, identify opportunities, and ensure customers realize the full potential of their investment in Blackbaud.
Senior CSMs are expected to operate with a high level of autonomy and strategic influence, engaging with executive stakeholders and contributing to cross-functional initiatives that enhance the overall customer experience. Your work will directly impact customer satisfaction, loyalty, and the expansion of Blackbaud’s footprint within the social good community.
What you’ll do:
Customer Partnership & Strategy
Build strategic relationships with executives and key stakeholders.
Drive usage and value realization of YourCause solutions.
Develop and execute joint success plans supported by executive business reviews.
Onboard new customers and ensure effective use of available resources (support, training, community, etc.).
Customer Health & Retention
Monitor product usage and sentiment data to identify risks and opportunities.
Respond to survey feedback and proactively manage wellness plans for at-risk customers.
Protect recurring revenue through proactive sentiment tracking and wellness planning.
Work collaboratively with the renewals team to share customer feedback and relationship insights to ensure successful renewal of each of our clients.
Growth & Advocacy
Identify and support expansion opportunities in collaboration with sales.
Foster loyalty and develop customer champions through reference programs, stories, and event participation.
Encourage best practices to drive engagement (e.g., giving campaigns, incentive programs).
What you’ll bring:
3-5 years of experience in Corporate Social Responsibility SaaS or the social good sector.
Proven success in relationship-building and customer service.
Strong communication and presentation skills.
Experience engaging with c-suite executives and managing sensitive discussions.
Ability to derive insights from data and demonstrate cloud technology.
Self-starter with a collaborative mindset and global perspective.
Familiarity with Blackbaud solutions is a plus.
Passion for helping others and driving social impact.
#LI-REMOTE
Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube
Blackbaud is a remote-first company which embraces a flexible remote work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!
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.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.
A notice to candidates: Recruitment Fraudulent Alert: Your personal information and online safety as a candidate mean a lot to us! At Blackbaud and our portfolio of companies, recruiters only direct candidates to apply through our official careers page at https://careers.blackbaud.com/us/en or our official LinkedIn page. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers, or conduct interviews via Skype. Anyone suggesting otherwise is not a representative of Blackbaud. If you are unsure if a message is from Blackbaud, please email [email protected].
The starting base pay is $67,400.00 to $90,700.00. 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
Top Skills
Similar Jobs
What you need to know about the Chicago Tech Scene
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
