Leading one of the top performing teams of Customer Success Managers:-Retaining and expanding over $120M in revenue across multiple verticals.-Leveraged industry organizations, publications and members to understand needs and challenges and issues and how Blackbaud products and services can better enable them to succeed.-Developed, engaged, mentored and grew CSM's through training, career development and collaboration opportunities-Focus on Education and Faith… Show more Leading one of the top performing teams of Customer Success Managers:-Retaining and expanding over $120M in revenue across multiple verticals.-Leveraged industry organizations, publications and members to understand needs and challenges and issues and how Blackbaud products and services can better enable them to succeed.-Developed, engaged, mentored and grew CSM's through training, career development and collaboration opportunities-Focus on Education and Faith verticalsCollaborated with leaders to increase customer engagement:-Participated and led meetings with all departments in the company including product management to determine market strategy-Partnered with sales to ensure customer success from day 1 and smooth communication during the onboarding and transition process.-Drive operational excellence across the Success team through process improvement and adoption of standard processesIncrease retention by mitigating retention risk proactively:-Identified areas of potential risk in the industry using industry knowledge and analyzing trends. Along with understanding the company roadmap and priorities and how those will play out in the market.-Implement and and oversee strategies to pro-actively address these areas of risk.-Reported out monthly to upper leadership including CEO on customer health trends and areas of risk. -Engaged with customers who are escalated and worked to address issues without delay through ownership and clear, direct communication with all parties. Show less