The Customer Success Manager (CSM) - EOS Accounts 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 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. The primary focus of this role will be on accounts going through the EOS process, across software. This will require the CSM to develop expertise on the specific software characteristics. When not engaged with EOS Accounts, the CSM activities will mirror other CSM activities.
Work Location & Schedule
Work Location: Sky tech, Financial District, Hyderabad, India
Work Schedule:
This role supports customers and stakeholders primarily during U.S. business hours.
Expected working hours are 01:00 PM to 10:00 PM IST, with occasional flexibility required to support collaboration with U.S.-based teams and business needs.
Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business needs.
What you’ll do
- Lead EOS Product Transitions: When assigned to the dedicated End-of-Service/Support (EOS) Product Transition Team, guide customers through the full EOS process for a retiring or changing product, including the required commercial activities such as contract restructuring, migration and cutover planning, and coordinated cross-sell/up-sell to the replacement solution. This is a rotational assignment that will require the CSM to develop deep, current knowledge of the specific product change; and when no EOS initiative is active, resume standard book-of-business responsibilities.
- 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, 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
- EOS Process Expertise: For CSMs on the EOS Product Transition Team, demonstrated experience guiding customers through end-of-sale/end-of-life product transitions, and the ability to develop deep, hands-on knowledge of the specific product being retired or replaced.
- Technical Proficiency: 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.
- Exceptional Communication Skills: Strong written and verbal communication skills with the ability to handle strategic conversations and deliver concise, respectful, and value-driven messaging.
- Customer-Centric Approach: Demonstrated ability to understand customer needs, anticipate challenges, and respond with urgency to deliver exceptional service.
- Critical Thinking and Problem Solving: Ability to analyze complex problems, think logically, and make sound business decisions that benefit both Blackbaud and the customer.
- Organization and Time Management: Proven skills in managing multiple projects and priorities, meeting deadlines, and maintaining a high level of productivity.
- Team Collaboration and Emotional Intelligence: Strong interpersonal skills, showing empathy, tact, and diplomacy in managing client relationships and supporting colleagues.
- Adaptability: Comfort working in a fast-paced, dynamic environment with a proactive attitude to adapt to evolving client and business needs.
- Data-Driven Mindset: Experience leveraging analytics, reports, and trends to measure success, improve client outcomes, and enhance product usage.
- Self-Motivation and Learning: Demonstrated desire to grow professionally, pursue continuous learning, and set personal goals that align with team success
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