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Mid-level CSM, metro location, broad skillset and common title increases applicant competition.
Customer success skills transferable across industries, though EOS transition expertise is somewhat domain-specific.
Moderate filters: technical CRM familiarity and EOS transition experience desirable but years not strictly mandated.
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Lead customers through End-of-Service (EOS) product transitions including contract restructuring, migration planning, and cross-sell/up-sell of replacement solutions.
Drive successful adoption and retention of Blackbaud products by managing strategic client relationships and ensuring achievement of business objectives.
Collaborate cross-functionally to address client needs, support training, monitor KPIs, and act as the client's internal advocate.
Work Experience Required: Not explicitly mentioned in the JD.
Work location: Hyderabad, India with working hours primarily 01:00 PM to 10:00 PM IST to support U.S. business hours, including occasional after-hours and holiday coverage.
Experience with EOS product transitions or strong ability to develop deep product knowledge related to retiring or changing software products.
Technical proficiency to conduct consultative technical discussions; familiarity with CRMs (e.g., Salesforce) and CSPs (e.g., Gainsight) is advantageous.
Experience or aptitude for managing complex product transitions and contract negotiations under EOS programs, able to handle detailed commercial and operational responsibilities.
Strong strategic communicator capable of leading periodic client meetings and driving adoption through customized success plans.
Data-driven and client-focused professional adept at leveraging analytics to improve customer outcomes and retention, comfortable working cross-functionally in a dynamic environment.