Customer Success Manager- EOS Accounts

About the role

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.

What you'll do

• Lead EOS Product Transitions : When assigned to the dedicated End-of-Service/Support (EOS) Product Transition Team
• Develop Customer Success Plans : Work collaboratively with clients to build comprehensive success plans that outline critical goals and the strategies to achieve them
• Collaborate Cross-Functionally : Partner with Sales, Marketing, Professional Services, Product, Operations, and Support to resolve issues, manage escalations
• Monitor Key Performance Metrics : Track and report client achievement of key performance indicators (KPIs)
• Support and Training Identification : Work with the Training team to identify additional client training opportunities that enhance product knowledge and usage

What you need

• Customer success
• Communication
• Escalation handling
• Sales
• Cross-selling
• Any graduate

Good to have

• Salesforce