Director of Customer Success - R0008513

Remote SC, USA

Director of Customer Success - R0008513

Director of Customer Success  

(Head of Non-Profit Success Management) 


About Blackbaud Customer Success:   

At Blackbaud, our vision is to power an Ecosystem of Good® that builds a better world. Our global Customer Success (CS) center of excellence exists to ensure customers achieve their desired outcomes and have a strong experience using Blackbaud solutions and services.  Our Customer Success Managers (CSM) are responsible for the post-sale relationship, leveraging expertise of the social good sector, and the pivotal role of Blackbaud’s cloud technology in that sector, to help customers ultimately achieve the outcomes they hoped for by partnering with Blackbaud.  A key step is to understand the strategic needs of the customer – and the market they serve – and leveraging our industry experience to set jointly defined outcomes.  That journey starts at the point of sale and is constantly refreshed and validated throughout the customer journey, leveraging each touchpoint to drive value for our customers. Ultimately, if the customer succeeds so will Blackbaud, through lower customer churn, more referrals, and continued investments with additional Blackbaud solutions and services. 


About the Director of Customer Success role:   

This position will manage a team of CSMs that focus on the Non-Profit (NP) and Arts & Cultural (AC) vertical and report into the VP of Customer Success.  A key stakeholder is the business unit General Manager (GM), who has overall accountability for sales and retention of the Non-Profit and Arts & Cultural vertical. As such, this role sits on the GM senior leadership team (SLT) for this large, recurring revenue vertical.  The desired candidate will have experience leading and presenting at the executive level, as well as experience leading and scaling teams for performance. Required skills are either direct and extensive experience in the Non-Profit sector or have extensive experience in SaaS Customer Success methodologies. 

  • Serve as an active member of both the CS SLT and NP & AC SLT 

  • Be aware of changing trends and needs of the NP and AC industries, including areas of opportunity to delight our customers through new solutions or services 

  • Be responsible for monthly reporting to the vertical GM and CS SLTs on customer health trends and areas of risk. 

  • Manage a group of team leads, managers and principal level CSMs focused on Blackbaud’s Non-Profit and Arts & Cultural accounts to ensure that customers are engaged and driving toward renewal rates to support the Blackbaud business. 

  • Drive operational excellence across the NP and AC CSM team through process improvement 

  • Hire, recruit, motivate and develop team members, including new hire and ongoing product and process training. 

  • Act as a long-term executive sponsor on flagship or at-risk accounts.  


Cohesive relationships with other teams is critical – working together to maximize the value Blackbaud brings each customer, in alignment with their organizational outcomes and a clear understanding of roles and responsibilities.  This includes close partnership the Director and the heads of the various operations teams for Finance, Marketing, Engineering, Products, Sales, Services and Support. 



Desired qualifications and competencies 

  • 10+ years of experience with the social good community, specifically with Non-Profit organizations; or 10+ years experience in leading in the SaaS Customer Success discipline. 

  • Strong knowledge of Blackbaud products and platforms preferred 

  • Proven ability to build trust in employees, peers, leaders and customers 

  • Excellent communication and presentation skills  

  • Strong analytical skills with the ability to interpret and communicate data points to identify pre-emptive and proactive mitigation to address thematic trends observed in the business 

  • Deep understanding of value drivers in recurring revenue business models 

  • Prior experience with Gainsight is preferred 


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