Customer Success Manager

2 weeks ago

n Capital Territory, Australia Blackbaud Full time $90,000 - $120,000 per year

We're looking for a Customer Success Manager to join our Blackbaud Pacific team in a 12-month fixed-term role to cover a period of parental leave. As a Customer Success Representative, you will be the trusted advisor and strategic partner to a defined portfolio of strategic and non strategic customers.

Working closely with a cross-functional team that includes Account Managers, Services Leads, and Payments Specialists, your role is to help customers achieve their goals and maximise the value of our solutions through proactive engagement, tailored success planning, and collaborative execution. You'll be instrumental in driving customer satisfaction, retention, and long-term success so previous experience of using our products will be beneficial.

What You Will Do

  • Build and maintain strong, strategic relationships with key stakeholders across your assigned customer list, earning trust and credibility.
  • Collaborate with the Account Executive aligned to each account to develop and execute mutually agreed success plans focused on the customer's desired outcomes.
  • Lead onboarding for new customers, ensuring they are equipped to leverage our support, services, training, and community resources.
  • Analyse customer product usage data to identify trends, risks, and opportunities for strategic action.- Monitor customer sentiment and respond proactively to survey feedback, implementing wellness plans for at-risk accounts.
  • Identify at risk customers and build retention plans
  • Develop and present webinars to selected customer groups to ensure product adoption and engagement
  • Work closely with customer success team in the US COE to align best practices.

What Will You Bring

  • Experience with Blackbaud products, specifically Blackbaud CRM or Raiser's Edge NXT.
  • Understanding and experience in the social good community (nonprofits, foundations, educational institutions, healthcare institutions).
  • Excitement for working with people and organisations, with demonstrable experience in relationship-building, account management, and/or delivering outstanding customer service.
  • Excellent written, oral communication, and presentation skills, with the ability to exude confidence and instil it in others.
  • Competence and comfort in drawing meaningful insights from data.
  • A genuine passion for helping others achieve their outcomes and contributing to a better world

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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.

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