Manager - Customer Success

Job Description:

Manager Vertical Customer Success

Job Objective: The Manager of the Customer Successis responsible for leading developing and strategically guiding a team of Customer Success Managers (CSMs) to deliver exceptional customer experiences through scale and automation. This role requires a seasoned leader who can cultivate a team culture of excellence resilience and customer-centricityusingdigital and scaled interactions. The ideal candidate will demonstrate the ability to drive customer success initiatives influence cross-functional partnerships and align strategic goals with broader organizational objectives to enhance customer retention growth and overall satisfaction.

What You will Do:

• Leadership & Team Development: Oversee a team of Customer Success Managers providing guidance mentorship and professional development to support individual and team growth. Conduct regular performance evaluations set team goals and foster an inclusive collaborative environment.

• Scaled Customer Engagement Programs: Design and implement scalable customer success programs that deliver proactive personalized engagement across the customer lifecycle. Leverage digital channels AI and automation to reach broader customer segments efficiently.

• Customer Health & Predictive Insights: Operationalize the use of customer health scores and predictive churn models to drive timely data-informed interventions.

• AI-Driven Customer Success: Champion the adoption of AItools to enhance customer interactions automate routine tasksand deliver intelligent recommendations.

• Customer Success Metrics & Reporting: Define track and report on Customer Success metrics such as Net Promoter Score (NPS) customer health scores and revenue retention metrics (NRR and GRR) to track progress and continuous improvement of our digital and optimization initiatives.

What You will Bring:

• 7+ years of experience in a customer-facing role within a B2B SaaS environment including 3+ years in a management capacity with direct reports.

• Demonstrated success inleading and developing a high-performing team with measurable improvements in customer success metrics.

• Ability to drive cross-functional collaboration manage complex customer relationships and align team objectives with broader organizational goals.

• Strong analytical and strategic planning skills with the ability to interpret data assess performance and make data-driven decisions.

• Skilled in optimizing digital touchpoints and customer journeys.

• Strong proficiency in interpreting customer health scores churn models and predictive analytics.

• Ability to translate insights into actionable strategies and interventions.

• Experience designing and executing scaled engagement programs (e.g. tech-touch digital success).

• Familiarity with segmentation strategies and lifecycle-based interventions.

• Experience implementing AI-driven workflows or personalization strategies.

Core Competencies:

• Leadership & Development: Inspire mentor and lead the team driving continuous improvement and excellence.

• Operational Strategy & Execution: Set and execute strategic plans focused on customer engagement retention and satisfaction.

• Cross-functional Collaboration & Influence: Act as a key advocate for customers influencing cross-departmental initiatives to align with customer needs and outcomes.

At Blackbaud we are committed to fostering an environment where leadership customer success and innovation intersect. If you are ready to make an impact lead strategic growth and contribute to a team that makes a difference we would love to hear from you.

Stay up to date on everything Blackbaud follow us on Linkedin X Instagram Facebook and YouTube ​

Blackbaud is a digital-first company which embraces a flexible remote or hybrid 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 an 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.