Digital Customer Success Manager

About the role: We are looking for a Customer Success Manager to join our customer support organization. You will be overseeing the customer journey and self-service experience of our digital tier customers. You will be a customer champion, building strong partnerships by leveraging your expertise of the social good sector to help customers maximize value from their solutions. This role will oversee a mix of digital customers across the globe to deliver transformative difference.

You will be a transformation agent who stewards the digital customer experience to deliver measurable success engagements, adoption, and health programming with customers at scale. Working proactively to align Customers and Blackbaud to shared goals, you will leverage data and insights to help our customers manage risks, build value, and accelerate growth through a self-service experience.

What youll do:

• Responsible for stewarding the customer experience for our digital tier customers
• Systematically collects and analyzes product usage and data from across the customer journey • Develop and manage automated engagement and success plans to proactively mitigate retention risk and drive customer value through achieving outcomes
• Collaborate with internal teams to proactively streamline the customer experience and increase the effectiveness of self-service
• Responsible to drive increased usage and value of our solutions and resources to help achieve outcomes via automated plays and self-service experiences
• Provide ongoing analysis and recommendations to continuously improve customer health, and lower customer effort in the digital space
• Proactively identify areas of improvement for at-risk customer, using customer sentiment data, survey data and success plans to improve the customer experience at scale.

What youll bring:

• Experience designing and building an automation to drive the customer journey a plus
• Experience with trend and data analysis tools and methodologies preferred
• Has the ability to creatively solve the move complex problems and drive innovation
• Understanding and experience in the social good community (nonprofits, foundations, education institutions, healthcare institutions)
• Excitement working with people and organizations, including demonstrable experience with relationshipbuilding, account management, and/or delivering outstanding customer service
• Excellent written, oral communication, and presentation skills, including exuding confidence and instilling confidence in others
• Strong understanding of the enabling role of cloud software, services, expertise, and data intelligence to empower and connect people to drive impact
• Experience and success in fostering open communication and candid discussions at all levels of the organization
• Competence and comfort in drawing meaningful insight from data, and of both utilizing and demonstrating cloud technology to others
• Passion to help others achieve their outcomes and to build a better world.