Team Lead, Customer Success, Health Care

Operating as a player-coach, the Team Lead role within Healthcare Vertical in Customer Success is responsible for managing and leading a team of CSMs, as well as serving as a CSM to several key customers relationships directly. 

As transformational agents who proactively conduct the customer experience, each CSM’s primary focus is to deliver, in a measurable way, 1:1 and 1:many success planning and related onboarding, adoption and health programming with customers (on a tiered basis according to their investment) throughout the customer journey.  This includes onboarding assistance and thereafter regular executive business reviews backed by joint success plans and sentiment tracking. Every CSM should leverage data and insight to proactively manage risks to customers’ success, demonstrate value to customers, and help accelerate their progress. The role is relationship-focused and aligns our users and Blackbaud to shared goals, resulting in lower customer churn, more referrals, and increased investments in our solutions over time.  

CSMs are responsible for retention of our customers, and organized for the most part by region, vertical, size, and/or product, with robust use of customer success tools to effectively execute responsibilities.  They are also customer advocates, serving as voice of the customer within Blackbaud, internally guiding customer strategy; product, service and support requirements; experience across Market Groups and Verticals; product and relationship marketing and other communications; and other functional areas. This position will work primarily with our customers in the Healthcare vertical.   
  
What you'll do:    

• Understand the needs and priorities of customers across the social good ecosystem, industry best practices, and how our specific solution capabilities drive value .

• Build and maintain strong strategic relationships with c-suite executives, senior directors and managers, and other key stakeholders across our customers, gaining trust and respect .

• Ensure that CSMs are successful with, and accountable for, their portfolio of customer relationships.

• Monitor, coach and guide CSM performance as measured and supported by Gainsight, driving process improvement and operational excellence across the team.

• Conduct at least bi-weekly 1:1s with each team member, and at least bi-weekly team meetings.

• Partner with other teams (including Customer Support, Sales, Professional Services leadership) on escalations or issues which may arise.

• Participate in regular Customer Success Management and Vertical management meetings, helping to represent the needs and current performance of the Healthcare vertical.

• Present and report to executive-level staff on status, trends, and results of CSM initiatives and priorities, and via monthly reporting reviews and other more information channels, closely supported by the Senior Manager.

• Develop and execute jointly agreed success plans with each customer, underpinned by regular executive business review meetings, to ensure speed to results against their desired outcomes .

• Support the onboarding of new customers, ensuring that they understand how best to leverage the support, services, training, community, and other resources available .

• Analyze and share customer product usage data and rapidly identify opportunities for strategic action to reduce retention risk and drive progress towards outcomes