Senior Director, Nonprofit and Arts & Cultural Customer Success

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.

The starting base pay is $150,400.00 to $204,100.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

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