Digital Customer Success Manager

at  Blackbaud

The Digital Customer Success Manager is responsible for supporting the retention and growth of EVERFI customers in the Corporate Impact vertical. In this role, you’ll act as a trusted advisor to a designated group of 300+ customers helping them to achieve program goals, explore expansion opportunities, and drive increased value of their EVERFI solutions .
The Digital Customer Success Manager will be tasked with developing, deploying, and maintaining digital-first strategies and one-to-many communication opportunities to ensure on-going trust and confidence in EVERFI solutions. Additionally, you’ll serve as the voice of the customer internally, building cross-team relationships to solve problems and influence purpose-driven innovation.

Responsibilities:

• Own and achieve quarterly goals around retention and expansion of customer accounts by promoting the value of our products to existing customers. Identify upselling opportunities aligned with their needs and our brand image and minimize churn.
• Collaborate cross-functionally with project managers, product managers and account executives to help drive customer satisfaction through shared initiatives, and process improvements.
• Utilize one-to-many communication strategies to engage customers. This may include webinars, newsletters, scheduled communication and other digital channels.
• Review, understand, and implement the contract deliverables of EVERFI’s accounts.
• Work with Customer Success leadership to develop and maintain project plans for implementation and execution of customer deliverables focusing on increased automation and efficiency.
• Compile user and course data as well as prepare timely reports for key customer decision-makers and executives to demonstrate the impact of their investment.
• Assist with the project management and development of projects with internal stakeholders such as custom course builds, external websites, or user groups.
• Track customer outcomes, risk information and expansion opportunities by uploading information into Salesforce and Gainsight
• Build and maintain in-depth knowledge of EVERFI products and solutions and respond to relevant customer questions.
• Work with internal partners to ensure resolution of customer issues in a timely and effective manner.
• Other job-related duties as assigned.

Skills, Experience, and Qualifications:

• 2+ years of experience in account management, customer success, consulting, or project management working specifically with a large (300+) group of customers
• Experience and success developing, deploying, and maintaining digital-first strategies (email campaigns/ automations, webinars, recordings, ect.) to both general and niche audiences
• Ability to collect user feedback, analyze, and adapt strategies accordingly
• Proven track record of meeting and exceeding goals and deadlines
• Experience analyzing data and driving recommendations
• Strong collaboration skills
• Experience building and maintaining long-term, trusted relationships with customers or colleagues preferred
• Strong organizational and time management skills
• Strong attention to detail, problem solving skills, and a solutions-oriented mindset
• Strong written communication skills

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The starting base pay is $61,000.00 to $77,800.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

Benefits Include:

• Medical, dental, and vision insurance
• Remote-first workforce
• 401(k) program with employer match
• Flexible paid time off
• Generous Parental Leave
• Volunteer for vacation
• Opportunities to connect to build community and belonging
• Pet insurance, legal and identity protection
• Tuition reimbursement program

• Own and achieve quarterly goals around retention and expansion of customer accounts by promoting the value of our products to existing customers. Identify upselling opportunities aligned with their needs and our brand image and minimize churn.
• Collaborate cross-functionally with project managers, product managers and account executives to help drive customer satisfaction through shared initiatives, and process improvements.
• Utilize one-to-many communication strategies to engage customers. This may include webinars, newsletters, scheduled communication and other digital channels.
• Review, understand, and implement the contract deliverables of EVERFI’s accounts.
• Work with Customer Success leadership to develop and maintain project plans for implementation and execution of customer deliverables focusing on increased automation and efficiency.
• Compile user and course data as well as prepare timely reports for key customer decision-makers and executives to demonstrate the impact of their investment.
• Assist with the project management and development of projects with internal stakeholders such as custom course builds, external websites, or user groups.
• Track customer outcomes, risk information and expansion opportunities by uploading information into Salesforce and Gainsight
• Build and maintain in-depth knowledge of EVERFI products and solutions and respond to relevant customer questions.
• Work with internal partners to ensure resolution of customer issues in a timely and effective manner.
• Other job-related duties as assigned