Senior Director, Nonprofit and Arts & Cultural Customer Success

Senior Director, Nonprofit and Arts & Cultural Customer Success

About the role

We’re looking for a strategic, commercially minded, and influential leader to lead and transform Blackbaud’s Customer Success organization serving nonprofit and arts and cultural institutions. In this highly visible leadership role, you’ll shape the future of customer success by combining deep sector expertise, operational excellence, and AI-enabled innovation to help mission-driven organizations achieve greater impact while driving retention, growth, and customer value.

Success in this role comes from balancing executive leadership, market insight, and disciplined execution. You’ll partner across Sales, Product, Marketing, Support, Payments, Finance, and Legal to create customer experiences that build trust, accelerate adoption, and strengthen long-term outcomes. As a recognized voice in the nonprofit and cultural sectors, you’ll help organizations navigate evolving fundraising, donor engagement, membership, and AI trends while expanding what’s possible for the people and institutions changing the world. Blackbaud's mission is to propel impact at scale through intelligent solutions for giving, connecting, and engaging, and this role plays a critical part in advancing that mission.

What you'll do

• Lead and evolve the Customer Success strategy for nonprofit and arts and cultural organizations, aligning customer outcomes with Blackbaud’s growth, retention, and market objectives.
• Build and scale AI-enabled customer success motions, including predictive health scoring, risk identification, automation, and data-driven account prioritization.
• Drive measurable business 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 that turns commitments into results.
• Partner across the business to bring customer insight into product, commercial, and market strategies while strengthening Blackbaud’s leadership position in the social impact sector.

What you'll bring

• 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.

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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

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.

Benefits Include:

• 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