Customer Success Manager- EOS Accounts

Blackbaud; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Blackbaud is seeking a Customer Success Manager (CSM) for EOS Accounts based in Hyderabad, India. You will own the success and retention of assigned accounts, bridging client needs with internal teams to drive adoption of Blackbaud’s platform.

Responsibilities include leading EOS product transitions, developing success plans, and maintaining proactive communication with stakeholders. Strong technical and consultative skills, plus a customer-centric mindset, are essential.

Qualifications

• EOS process expertise with hands-on guidance through end-of-sale/end-of-life transitions.
• Consultative technical discussions with Salesforce and Gainsight experience.
• Excellent written and verbal communication for strategic conversations.
• Customer-centric mindset with urgency to deliver exceptional service.
• Strong problem-solving and data-driven decision making.
• Proven organization and time management across multiple projects.
• Team collaboration and emotional intelligence in cross-functional settings.
• Adaptability in a fast-paced environment with evolving client needs.
• Self-motivated with a commitment to continuous learning.

Responsibilities

• Lead EOS Product Transitions: guide customers through EOS process including contract restructuring, migration and cutover planning.
• Drive Platform Adoption and Retention: lead accounts to successful product adoption and retention.
• Develop Customer Success Plans: collaborate with clients to build comprehensive success plans.
• Strategic Communication: establish proactive cadence and facilitate reviews.
• Trusted Customer Advocate: act as trusted advisor with empathy and listening.
• Collaborate Cross-Functionally: partner with Sales, Marketing, PS, Product, Ops, Support.
• Monitor KPIs and communicate insights to stakeholders.
• Support and Training Identification: identify training opportunities.
• Champion the Customer’s Voice: raise feedback to internal teams.
• Continuous Learning and Adaptation: stay updated on product offerings.

Skills

EOS Process Expertise

Technical Proficiency

Exceptional Communication

Customer-Centric

Critical Thinking

Organization & Time Mgmt

Team Collaboration

Adaptability

Data-Driven Mindset

Self-Motivation

Tools

Salesforce

Gainsight

Job description

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. This role also involves collaborating cross-departmentally to address client needs, identify opportunities for growth, and support client goals with innovative solutions. This individual contributor role is responsible for driving the adoption and success of Blackbaud’s platform, ensuring client satisfaction, and accountability for revenue growth and retention. The primary focus of this role will be on accounts going through the EOS process, across software. This will require the CSM to develop expertise on the specific software characteristics. When not engaged with EOS Accounts, the CSM activities will mirror other CSM activities.

Work Location & Schedule

Work Location: Sky tech, Financial District, Hyderabad, India

Work Schedule: This role supports customers and stakeholders primarily during U.S. business hours. Expected working hours are 01:00 PM to 10:00 PM IST, with occasional flexibility required to support collaboration with U.S.-based teams and business needs. Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business needs.

What you’ll do

• Lead EOS Product Transitions: When assigned to the dedicated End-of-Service/Support (EOS) Product Transition Team, guide customers through the full EOS process for a retiring or changing product, including the required commercial activities such as contract restructuring, migration and cutover planning, and coordinated cross-sell/up-sell to the replacement solution. This is a rotational assignment that will require the CSM to develop deep, current knowledge of the specific product change; and when no EOS initiative is active, resume standard book-of-business responsibilities.
• Drive Platform Adoption and Retention: Serve as the strategic leader for assigned accounts, ensuring the successful adoption and use of Blackbaud products to achieve client business objectives and promote client retention.
• Develop Customer Success Plans: Work collaboratively with clients to build comprehensive success plans that outline critical goals and the strategies to achieve them.
• Strategic Communication: Establish a proactive communication cadence (weekly, monthly, quarterly) tailored to client needs, and facilitate meetings that review progress, share key insights, and align on next steps.
• Trusted Customer Advocate: Cement yourself as a trusted advisor, leveraging empathy, critical thinking, and active listening to understand client needs and provide tailored solutions.
• Collaborate Cross-Functionally: Partner with Sales, Marketing, Professional Services, Product, Operations, and Support to resolve issues, manage escalations, and communicate client feedback that informs product development and process improvements.
• Monitor Key Performance Metrics: Track and report client achievement of key performance indicators (KPIs), providing insights both internally and to customer stakeholders.
• Support and Training Identification: Work with the Training team to identify additional client training opportunities that enhance product knowledge and usage.
• Champion the Customer’s Voice: Serve as the customer’s advocate, raising up key insights and feedback from customers to the internal Blackbaud organization.
• Continuous Learning and Adaptation: Maintain up-to-date knowledge of Blackbaud’s current and upcoming product offerings and incorporate feedback to enhance customer engagements.

What you’ll bring

• EOS Process Expertise: For CSMs on the EOS Product Transition Team, demonstrated experience guiding customers through end-of-sale/end-of-life product transitions, and the ability to develop deep, hands‑on knowledge of the specific product being retired or replaced.
• Technical Proficiency: Adept at engaging in consultative technical discussions and providing light technical solutions. Experience with CRMs (e.g., Salesforce) and CSPs (e.g., Gainsight) is advantageous.
• Exceptional Communication Skills: Strong written and verbal communication skills with the ability to handle strategic conversations and deliver concise, respectful, and value‑driven messaging.
• Customer‑Centric Approach: Demonstrated ability to understand customer needs, anticipate challenges, and respond with urgency to deliver exceptional service.
• Critical Thinking and Problem Solving: Ability to analyze complex problems, think logically, and make sound business decisions that benefit both Blackbaud and the customer.
• Organization and Time Management: Proven skills in managing multiple projects and priorities, meeting deadlines, and maintaining a high level of productivity.
• Team Collaboration and Emotional Intelligence: Strong interpersonal skills, showing empathy, tact, and diplomacy in managing client relationships and supporting colleagues.
• Adaptability: Comfort working in a fast‑paced, dynamic environment with a proactive attitude to adapt to evolving client and business needs.
• Data‑Driven Mindset: Experience leveraging analytics, reports, and trends to measure success, improve client outcomes, and enhance product usage.
• Self‑Motivation and Learning: Demonstrated desire to grow professionally, pursue continuous learning, and set personal goals that align with team success.

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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—Blackwald connects and empowers organizations to increase their impact through software, services, expertise, and data intelligence. 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.