Director, Customer Success

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. Customer Success is absolutely vital to our customers. We will not be successful unless our customers are receiving clear value from our products and services. As such, we are searching for Director, Customer Success for being responsible for driving success for our customers through adoption, retention and tech touch programs and solution onboarding.

• Drive Customer Success Outcomes through programming and tech touch
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive customer reference-ability
  • Responsible for the production of customer adoption programs across Blackbaud solutions.
  • Create programs with coordination with marketing and vertical teams
  • Deliver clear onboarding engagement with customers through multi-channel communication
  • Establish targeted campaigns and programs that relate to increasing customer adoption, improving customer retention and churn

• 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, product adoption etc.)
  • Standardize interventions and programs 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
  • 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
  • Responsible for the customer incident communications and customer success responses

• Define and Execute Customer Success Operations
  • Responsible for the strategy of the customer success tool and programming; Gainsight
  • 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
  • Create processes and standards for the Customer Success team to operate within.

• Lead Customer Success Team for Adoption programs, onboarding and operations
  • Recruit, attract and retain experienced leaders and high potential individual contributors for each functional role throughout the team
  • Create rapid onboarding process for new team members

Qualifications:

• 7+ years work experience in a technology, customer success or customer service related field
• 3 years of managing managers required
• Seasoned leader with well-developed interpersonal, customer communication, problem-solving and leadership skills
• Deep understanding of value drivers in recurring revenue business models
• Demonstrated ability in operational execution
• Excellent verbal and written communication skills; ability to coach others in this area
• 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
• Superior executive level presentation skills
• Prior experience with Salesforce.com is beneficial
• Prior experience with Gainsight is preferred
• 4-year college degree required