Senior Director – Nonprofit and Arts & Cultural Customer Success

🔥 40 minutes ago

🇺🇸 United States – Remote

💵 $150.4k - $204.1k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Blackbaud

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 Non-profit

🤝 B2B

💰 $6.5M Series A on 2000-02

SaaS • Non-profit • B2B

Blackbaud is a cloud software company that builds intelligent solutions for social impact, focusing on nonprofit organizations. It provides products and services for fundraising, donor management, engagement, and sector-specific cloud solutions to help charities, educational institutions, and other mission-driven organizations move faster and work smarter. Blackbaud also offers training, support, developer resources, a partner marketplace, and industry research through the Blackbaud Institute. The company emphasizes privacy, security, and corporate social responsibility.

📋 Description

• Lead and evolve the Customer Success strategy for nonprofit and arts and cultural organizations • Build and scale AI-enabled customer success motions, including predictive health scoring, risk identification, automation, and data-driven account prioritization • Drive measurable results across retention, net revenue retention, transactional and payments revenue growth, product adoption, and employee-generated sales opportunities • Serve as a trusted advisor to executive leaders at nonprofits, foundations, faith communities, museums, performing arts organizations, and other mission-driven institutions • Take executive ownership of major customer escalations, ensuring rapid resolution, clear communication, and proactive risk management • Develop a high-performing leadership team through clear expectations, accountability, forecasting disciplines, and operational rigor • Partner across Sales, Product, Marketing, Support, Payments, Finance, and Legal to bring customer insight into product, commercial, and market strategies

🎯 Requirements

• 12+ years of progressive leadership experience in Customer Success, account management, recurring revenue operations, advancement services, or a related discipline • Significant experience serving nonprofit, foundation, faith-based, or arts and cultural organizations, or direct leadership experience within those sectors • Demonstrated success owning retention, expansion, transactional or payments revenue, and other measurable commercial outcomes • Expertise in customer segmentation, account planning, forecasting, product adoption, customer risk management, and organizational transformation • Experience using AI, predictive analytics, automation, and data-driven operating models to improve customer engagement, retention, and business performance • Proven ability to lead senior leaders, manage complex customer escalations, and communicate effectively with executive stakeholders and boards • Strong financial and commercial acumen, including experience evaluating revenue opportunities, retention risks, contractual commitments, investment decisions, and business tradeoffs

🏖️ Benefits

• Medical, dental, and vision insurance • Remote-flexible workforce • Wellness Programs • 401(k) program with employer match • Flexible paid time off • Generous Parental Leave • Donations for Doers • Pet insurance, legal and identity protection • Tuition reimbursement program