At Blackbaud, we see customers as the heroes in the social good movement. We invest to understand them, always do what's right for them, go out of our way for them, and consider ourselves an extension of their team. We show our commitment to helping our customers make an impact in the world in our products, support, services, and by sharing their stories. To lead this effort, we are looking for a passionate leader to join Blackbaud’s Corporate Solutions Business Unit as our Director of Customer Success.

We serve companies and corporate foundations providing Corporate Social Responsibility, engagement, fundraising, grant making and related solutions. We help some of the world’s most iconic companies promote social good around the globe. Customer Success is vital to helping our clients succeed and to our long-term profitability. We are committed to ensuring our customers receive clear value from our products and services. As such, we’re recruiting a senior executive with clear accountability for driving success for our customers.

The responsibilities for the role are centered around Customer Success activities including: on-boarding, adoption, advocacy and retention, as well as outcomes such as renewals, sales leads referrals and, most importantly, demonstrated outcomes for our clients.

Responsibilities:

• Deliver Customer Success Outcomes
  • Steward the success of our client base and deliver high levels of employee engagement, grant making efficiency and demonstrated outcomes for our customers.
  • Increase and maintain customer renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle
  • Accountability for the mapping of our customer journey
  • Ensure of the development of listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Lead the definition of the segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement and learn from best practices in industry and bring them to the greater Blackbaud community
• Manage Customer Success Activities
  • Onboarding and Adoption, Customer Success Management, Renewals, Cross-sell / Up-sell sales leads, Customer Advocacy
  • Maintain a strong Success Operations culture, rooted in an obsession for helping our clients succeed
• Measure Effectiveness of Customer Success
  • Define operational metrics for the team; ensure there are adequate systems for tracking metrics; create cadence for review with the team and external stakeholders; expose subset of metrics to executive team, company and board as needed
• Lead World-class Customer Success Team
  • Recruit, attract and retain experienced leaders and high potential individual contributors for each functional role throughout the team
  • Demonstrate a passion for social good, and deep caring for our team members who steward the success of our clients
  • Create rapid onboarding process for new team members
  • Work with all of Blackbaud on the education/training of what Customer Success is and how it ties to all/other functions across the company
  • Foster collaboration within the team and across customer life-cycle and encourage continuous learning
• Enhance Effectiveness and Efficiency Through Technology
  • Ensure Blackbaud has and executes on driving Success services to our ‘Technical Touch’ customer base
  • Ensure our ability to drive Success services to our ‘Cohort’ customer base
  • Accountable that Blackbaud has and drives a proper Customer Success Management platform in order to serve all Customers, outlined above as well as including our ‘High Touch’ customer base
• Inspire Customer Success Across Our Business
  • Maintain a business-wide culture of Customer Success
  • Align with internal teams (i.e. Marketing regarding existing clients, Product regarding product roadmap, Sales regarding cross/up sell and retention, Finance & Customer Operations regarding metrics & forecasting, Executive Team)
  • Be accountable for our company-wide customer feedback loop

Required Experience/Skills:

• 7+ years experience in leading complex customer-facing organizations of large scale (standardly defined as 1,000+ employees, $1B+ revenue)
• Previous experience building a modern, next generation Customer Success organization, ideally focused on stewarding the success of Enterprise class clients, i.e. corporations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Proven ability to build personal, Executive relationships with key clients
• Ideally combined background of post-sale and sales experience
• Commitment to diversity and inclusion
• Strong empathy for customers AND passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset; demonstrated ability for critical thinking; excellent communication and presentation skills; demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Relevant Bachelor’s degree or better; preference for computer science or related degrees