Director, Customer Success - Onboarding & Adoption

| Austin

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
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
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    • GroovyLanguages
    • jQueryLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • ExpressFrameworks
    • FlexFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • ApacheFrameworks
    • KafkaFrameworks
    • Event HubsFrameworks
    • ElasticSearchFrameworks
    • AnsibleFrameworks
    • MyBatis/JPAFrameworks
    • CassandraDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AxureDesign
    • BalsamiqDesign
    • InVisionDesign
    • Aha!Management
    • JIRAManagement
    • Microsoft ProjectManagement
    • SalesforceCRM

Location

Located in the Domain area, just steps from the Metro station and access to all that Austin has to offer!

An Insider's view of Blackbaud

What are some social events your company does?

We try to do at least one event per month that caters to all interest areas, whether that’s our Pinewood Derby, our May the 4th Be With You Movie Marathon or Progressive Potlucks, where employees tour the office to pick up different parts of the meal. We also championed having a float in the Austin Pride Parade this year for the first time ever.

Stefanie Greene

HR Manager

How does the company support your career growth?

We have a very employee-focused environment. Our managers and team leads will often discuss career development strategies with us and offer opportunities to connect with people who can give us firsthand information about a role or experience. To help us be as successful as possible, they suit our strengths and the company's needs.

Kristin Nelson

Team Lead, Sales

How do your team's ideas influence the company's direction?

We have changed our fundamental offering from a software solution to a series of capabilities and analytics that have an immediate and measurable impact on customer outcomes. This allows our sales team to be highly consultative with clients, introduce them to a broader community and have confidence that the outcomes we promise will be delivered.

Brandon Phipps

VP of Sales and Market Development

How has your career grown since starting at the company?

In just over 3 years, I went from an associate account executive to a sales team lead and was then given the opportunity to completely re-imagine the inside sales team here in Austin. We are growing very fast, and one of our team’s fundamental purposes is to support this growth by generating top-notch sales talent that can be promoted.

Stephen Bach

Inside Sales Manager

What are Blackbaud Perks + Benefits

Blackbaud Benefits Overview

At Blackbaud, we know how important it is to have good, affordable health and group benefits
and a retirement program that helps you save for your future. That’s why we offer competitive benefits that
can provide protection, peace of mind, and savings. Whether it’s health care, income protection, retirement savings, or other benefits, we’ve got you covered!

Culture
Volunteer in local community
Helping good take over is fundamental to Blackbaud. It can be as simple and personal as contributing to low waste in the office or leading a food/toy drive or championing a volunteer activity.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
The B-Healthy Incentive rewards our employees for participating in important wellness activities.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
We recognize the need to balance work and life priorities. Starting off, we offer 4 weeks of paid time off, with up to 6 weeks for tenured employees.
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Blackbaud recognizes that an educated workforce is a strong workforce. We offer ​a $3000 per year tuition reimbursement to assist with the costs incurred from continuing education.
Diversity Program
We are committed to creating a diverse and inclusive workplace (Recognized by Forbes in 2019) through cultural awareness and competency training programs, as well as Affinity group representation.
Lunch and learns

Additional Perks + Benefits

Volunteer for vacation time earning an additional 3 days per year PTO.
Endless volunteer & community involvement opportunities.
Matching gifts for donations.
9 paid holidays
Inclusive work environment as recognized by Anitab.org as Top Company for Women Technologists.

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