Manager, Commercial Enablement & EOS

: 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.