The Commercial Enablement Manager partners with Customer Success leadership to improve the effectiveness of Customer Success Managers (CSMs) by strengthening business acumen, consultative skills, customer engagement strategies, and value-based conversations. This role helps CSMs better connect Blackbaud solutions to customer outcomes, driving greater adoption, retention, renewals, and growth.
The ideal candidate combines coaching, customer success, business consulting, and program management expertise to identify performance gaps, implement scalable solutions, and elevate the impact of the Customer Success organization.
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.
Key Responsibilities
Customer Success Coaching & Development
- Coach and support CSMs in conducting value-based customer conversations.
- Help CSMs translate product capabilities into meaningful business outcomes for customers.
- Develop frameworks, tools, and methodologies that strengthen advisory and consultative selling skills.
- Partner with Customer Success leaders to identify capability gaps and implement targeted development plans.
Customer Success Effectiveness
- Analyze customer feedback, customer interactions, and performance trends to identify opportunities for improvement.
- Establish best practices that improve consistency across the Customer Success organization.
- Drive initiatives that help CSMs become more proactive, strategic advisors to customers.
- Support efforts to improve customer adoption, retention, renewal, and growth outcomes.
Enablement Strategy & Program Management
- Design and execute programs that improve Customer Success readiness and effectiveness.
- Lead cross-functional initiatives that support customer engagement and value realization.
- Partner with Product, Marketing, Sales, Operations, and Customer Success leaders to align enablement priorities and business objectives.
- Develop success metrics and measure program impact.
Technology & Process Optimization
- Evaluate and leverage technologies that support coaching, readiness, and continuous improvement.
- Partner with internal teams to maximize the effectiveness of enablement and customer engagement tools.
- Recommend process improvements that enhance the customer and employee experience.
Qualifications
Required
- Bachelor's degree in Business, Marketing, Communications, Management, or a related field.
- 8+ years of experience in Customer Success, Enablement, Sales, Consulting, Marketing, or a related function.
- Proven experience coaching and influencing sales or customer success teams.
- Strong business acumen and ability to connect customer outcomes to organizational goals.
- Experience leading cross-functional programs and initiatives.
- Strong analytical, problem-solving, and project management skills.
- Excellent written, verbal, and presentation communication skills.
- Ability to influence stakeholders at all levels without direct authority.
Preferred
- Experience working in a SaaS, technology, or subscription-based business.
- Background in customer success enablement, sales enablement, business consulting, or value engineering.
- Experience utilizing customer engagement, conversation intelligence, or enablement platforms.
- Familiarity with customer lifecycle management, retention strategies, and renewal motions.
- Experience analyzing customer interaction data to identify coaching and performance opportunities.
Success Measures
- Increased CSM effectiveness and confidence in customer-facing interactions.
- Improved consistency in value-based customer conversations.
- Increased customer adoption, retention, and renewal outcomes.
- Increased participation in strategic growth programs and initiatives.
- Positive stakeholder feedback from Customer Success leadership and cross-functional partners.
- Successful execution of enablement programs that deliver measurable business impact.
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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.
