Customer Success Manager

About the role At Blackbaud, we build technology that helps organisations make a real difference. As a Customer Success Manager, you’ll partner with a portfolio of not‑for‑profit customers to help grow the impact of their Blackbaud solutions. You’ll apply structured customer success practices and make responsible use of approved AI capabilities to improve adoption, outcomes, and efficiency, while maintaining trust, transparency, and human judgement. Acting as a trusted advisor, you’ll support customer transformation through scalable success programmes and tailored, outcome‑led engagement. What you'll be doing Own the end‑to‑end success of a portfolio of mid‑market customers, with accountability for adoption, engagement, and retention Drive adoption and value realisation through structured success plans, outcome focused conversations, and best‑practice programmes Support customers in understanding and adopting Blackbaud AI capabilities, including readiness, data quality considerations, and responsible use Act as a point of escalation when ownership or direction is unclear, bringing clarity and coordinating resolution across teams Share structured customer insights, including feedback on AI features, risks, and value, to inform product and cross‑functional partners What you'll bring Blackbaud product knowledge; strong experience working with Raiser’s Edge NXT Experience driving adoption, change management, or value realisation initiatives Confidence managing multiple stakeholders and varying levels of complexity Strong judgement in navigating ambiguity, making sound decisions, and knowing when to escalate risk Ability to use AI tools responsibly to improve customer outcomes and personal effectiveness, with appropriate human oversight Clear, inclusive communication skills and a customer‑centred mindset focused on long‑term value and retention Additional notes: We are a remote first organisation and this role may require occasional customer visits on-site Applicants must be based in Australia or New Zealand and hours will align to AEST/AEDT #LI-REMOTE Stay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world. Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law. Blackbaud (NASDAQ: BLKB) is the world’s leading cloud software company powering social good. Serving the entire social good community—nonprofits, foundations, corporations, education institutions, healthcare institutions and individual change agents—Blackbaud connects and empowers organizations to increase their impact through software, services, expertise, and data intelligence. The Blackbaud portfolio is tailored to the unique needs of vertical markets, with solutions for fundraising and CRM, marketing, advocacy, peer-to-peer fundraising, corporate social responsibility, school management, ticketing, grantmaking, financial management, payment processing, and analytics. Serving the industry for more than three decades, Blackbaud is headquartered in Charleston, South Carolina and has operations in the United States, Australia, Canada, and the United Kingdom.