Sr. Director, Customer Success Assurance - R0008328

Remote Canada

Sr. Director, Customer Success Assurance - R0008328

The Sr Director of Customer Success Assurance will work with all teams to provide deep guidance, create modeling and direction on approaches to Global Customer Success. Working closely with strategy and Customer Success senior leadership teams to help create the global strategic models in areas of value management, data insight, experiential and financial models for the monitized services we provide. This position must be fluid in all facets of customer success and possess great experiences in managing SaaS and Hybrid organizations.  

Key responsibilities

  • Plan and expand monitized customer success portfolio 

  • Deliver thought leadership to all customer success teams on business modeling 

  • Provide advisory on data insight usage leading to outcomes

  • Provide advisory on release and change management 

  • Provide execution direction on value management for customer success including KPIs and a value management framework

  • Works closely with SVP and CS Strategic Director to deliver a world class customer experience 

  • Deliver a white paper on Blackbaud Customer Success model

  • Works closely with Services and Subscription sales team to drive adoption of success services

  • Continuous updates to the overall operating model for success at Blackbaud


  • Minimum of 5 years delivering Customer Success Programs

  • Created Customer Success value management framework into production

  • 7+ years of SaaS experience

  • Fluent in customer success methods, models, playbook and operations


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Blackbaud is a remote-first company which embraces a flexible remote 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 a diverse and 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.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.