Are you passionate about helping customers succe ed ? Do you enjoy creating supportive and engaging expe riences that educate customers and help them achieve their goals ? We are looking for a creative and self-directed Onboarding Program Manager to join our global Customer Success team t o engage with customers through direct initiatives and manage our digital onboarding programs for new user and customers .
As a n Onboarding Program Manager, you will be pivotal in shaping the customer journey from P oint-of- S ale through G o- L ive and beyond, ensuring users are trained, engaged, and actively using our solutions . You will collaborate with multiple Customer Success teams to design scalable onboarding experiences that promote self-service, early value r ealization, and long-term retention.
What you'll do: - Engage with customers through direct and digita l initiatives to ensure successful onboarding, implementation, and adoption.
- D esign and manage digital onboarding experiences for new user s and new customers, and re-onboarding for customers with low or no usage of their Blackbaud solutions.
- Maintain and evolve digital platforms to guide customers through key onboarding and adoption milestones.
- Monitor usage data and engagement metrics to identify risk and trigger proactive outreach and campaign s.
- Develop playbooks, assets, and self-service resources to support scalable onboarding and adoption.
- Coordinate communication, scheduling, and logistics for onboarding engagements leveraging tools like Gainsigh t and Goldcast.
- Contribute to continuous improvement s by analyzing feedback and onboarding outcomes.
What you'll bring : - 3+ years’ experience working in a SaaS environment focus ed on Onboarding, Customer Success, Training, or Digital Engagement.
- Excellent communication and relationship-building skills , including comfort engaging with senior stakeholders.
- Strong initiative and adaptability in a fast-paced , evolving environment.
- Detail - oriented and organized, with the ability to manage multiple projects and tasks.
- Experience working with cross-functional teams and driving colla borative outcomes.
- Analytical with strong problem-solving skills and an eye for details
- Ability to create clear , user-friendly documentation.
- Familiarity with Gainsight, Marketo, and Goldcast is a plus but not required.
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Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!
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.
