Manager, Commercial Enablement & EOS
Blackbaud · Hyderabad
: The Manager, Customer Success – Commercial Enablement and End of Support leads three critical functions which protect and grow revenue across Blackbaud. First, this role owns our temporary-workforce Outbound Caller program, ensuring the quality, consistency, and performance of outbound calls, coaching callers to proficiency, and driving the strategy needed to deliver above-expectations results. This leader partners across the company to reduce noise and friction points, so we target the right accounts, with the right message, at the right time. Second, this role manages our Commercial Enablement CSM, who is responsible for building Customer Success Manager (CSM) proficiency in generating employee sales leads, positioning the impact and value the customer is receiving from the solution, and equipping CSMs to identify and combat risk. Third, this role will manage our End of Support (EOS) CSM, who guides customers through end-of-sale/end-of-life product transitions; including contract restructuring, migration and cutover planning, and partner with internal teams in coordinated cross-sell/up-sell to replacement solutions.
This role is based in Hyderabad and the expected shift is US hours (6:30pm – 3:30am IST).
What You will Do:
- Outbound Program Leadership: Lead and manage the day-to-day performance of the temporary-worker Outbound Caller program, setting clear expectations, workflows, and quality standards for the team.
- Quality & Coaching: Monitor and evaluate call quality, provide real-time and ongoing coaching, and build training and proficiency programs that raise caller performance consistently over time.
- Performance Strategy: Own the strategy to deliver above-expectations program performance, setting goals, tracking results, and continuously refining tactics based on outcomes.
- Targeting & Cross-Functional Alignment: Partner with Sales, Marketing, Data/Analytics, and other teams to reduce noise and friction points in the calling process, ensuring the program targets the right accounts at the right time.
- Commercial Enablement Leadership: Manage the Commercial Enablement CSM, providing direction, coaching, and support to drive the impact of the enablement function across the broader CSM organization.
- CSM Sales Skills Enablement: Guide the development of programs that build CSM proficiency in identifying and generating employee sales leads within their accounts.
- Risk & Churn Mitigation: Ensure CSMs are equipped with the tools, training, and playbooks needed to identify and combat account risk and potential churn.
- Competitive Intelligence: Champion the use of competitive intelligence to inform CSM conversations, protect revenue, and play defense against competitive threats.
- End of Support (EOS) Program Leadership: Manage the End of Support (EOS) CSM, providing direction and oversight as they guide customers through end-of-sale/end-of-life product transitions, including contract restructuring, migration and cutover planning, and coordinated cross-sell/up-sell to replacement solutions.
- EOS Adoption & Retention Oversight: Ensure the EOS CSM drives platform adoption, retention, and success planning for assigned accounts, holding the role accountable for revenue growth and retention outcomes.
- EOS Cross-Functional Coordination: Support the EOS CSM in partnering with Sales, Marketing, Professional Services, Product, Operations, and Support to resolve issues, manage escalations, and channel customer feedback into product and process improvements.
- EOS Performance Accountability: Review key account KPIs and success-plan progress for EOS accounts, ensuring the CSM's efforts translate into measurable client outcomes and a positive customer transition experience.
What You will Bring:
- 5+ years of experience in a customer-facing, customer success or sales role within a B2B SaaS environment, including 2+ years in a management capacity with direct reports.
- Experience managing a temporary, contingent, or outsourced workforce, including onboarding, quality monitoring, and performance management.
- Demonstrated success coaching individuals or teams to proficiency, with measurable improvements in call quality and performance outcomes.
- Ability to drive cross-functional collaboration, working with Sales, Marketing, and Data/Analytics teams to refine targeting and remove friction from outbound processes.
- Strong analytical and strategic planning skills, with the ability to interpret call and performance data to make data-driven decisions.
- Experience with sales or enablement functions, including building CSM or seller proficiency in lead generation, customer value discussions, risk mitigation, and competitive positioning.
- Familiarity with churn and retention dynamics in a B2B SaaS environment, and how competitive intelligence informs account strategy.
- Excellent communication and coaching skills, with the ability to translate strategy into clear, actionable guidance for frontline team members.
- Familiarity with end-of-sale/end-of-life (EOS) product transitions, including contract restructuring, migration and cutover planning, and cross-sell/up-sell strategy, and the ability to coach a CSM through this process.
- Experience coaching CSMs on consultative, technical account conversations, with the goal of driving value realization, outcome achievement, and retention.
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