Blackbaud

Senior Customer Success Manager, Vertical Customer Success

Remote - Canada · Senior

Sponsorship not specifiedDetected 20 days ago

CRMCustomer SuccessCommunication

About the role

The role is highly relationship-focused and outcomes-driven, with accountability for customer retention, value realization, and long-term growth.
The CSM also represents the voice of the customer internally, influencing product, services, and overall customer experience.
Use customer health and usage data to identify risks and opportunities, driving proactive action plans to improve outcomes

Build trusted relationships with senior customer stakeholders to understand goals and align solutions to measurable outcomes
Develop and deliver joint success plans, including executive business reviews and value tracking across the customer lifecycle
Partner with Sales, Support and Professional Services to resolve challenges and deliver a seamless customer experience
Monitor customer sentiment and lead recovery efforts for at-risk accounts
Support renewal efforts, particularly in high-risk scenarios, to protect and grow recurring revenue
Maintain accurate and actionable data in customer success platforms (e.g., Gainsight)
Experience building relationships with senior stakeholders and navigating complex customer environments

Hands-on experience with Blackbaud CRM and/or Raiser's Edge NXT is required
Strong analytical skills, with the ability to interpret data and translate insights into action
Familiarity with broader Blackbaud ecosystem solutions (e.g., Luminate Online, TeamRaiser) is an asset
Ability to demonstrate how technology enables mission-driven organizations to achieve impact

Excellent communication and presentation skills, with confidence engaging executive audiences

Managing a portfolio of around 75 customers, you will deliver 1:1 engagement across onboarding, adoption, health monitoring, and executive business reviews, supported by joint success planning.
Analyze product usage and customer health data (via use of Gainsight and other business tracking tools) to identify risks and opportunities, proactively driving action plans
3-5+ years of experience working within or supporting the Canadian social impact sector, including nonprofits, K-12 schools, and higher education institutions
Strong understanding of the Canadian fundraising, advancement, or education landscape, including regional nuances and compliance considerations

As a Senior Customer Success Manager, you will act as a trusted partner to a portfolio of customers across Canada, helping them realise value from our solutions and further their mission.
This role supports customers primarily across K-12 education, Higher Education, and Nonprofit organizations within Canada, requiring strong understanding of the unique regulatory, operational, and fundraising landscape.

This listing is sourced directly from Blackbaud's careers page and normalized into a canonical job model.