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SR. DIRECTOR, CUSTOMER SUCCESS ASSURANCE - R0008328
Remote CanadaThe 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
Requirements
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.
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