Remote Digital Payments Solutions Pillar Senior Manager

Blackbaud; Charleston (SC); Remote; USD 117,000 - 158,000; Full time

Benefits offered by this job

Remote-flexible workforce

401(k) program with employer match

Generous Parental Leave

Donations for Doers

Tuition reimbursement program

Job summary

Blackbaud in the United States seeks a Digital and Payment Solutions Pillar Service Leader, Senior Manager within Customer Success Services, to oversee a defined Professional Services portfolio focused on digital payments and fintech delivery. The role drives revenue, margins, and customer outcomes while aligning product, sales, and services across multinational delivery teams.

You'll lead global delivery teams, establish standardized practices, and partner with Product, Sales, and Support to

Qualifications

• 5+ years of experience leading professional services, implementation delivery, customer success services, services operations, or product-aligned delivery teams with accountability for business outcomes.
• 3+ years of people leadership experience, including coaching, performance management, workforce planning, role clarity, prioritization, and developing team capability.
• Demonstrated ability to manage financial and operational performance, including revenue attainment, margin, utilization, backlog health, capacity planning, delivery predictability, and customer outcomes.
• Strong working knowledge of professional services delivery models, customer value realization, implementation quality, services offerings, operational reporting, and process improvement practices.
• Experience partnering with Product, Sales, Customer Success, Support, Renewals, and executive stakeholders to align delivery execution, roadmap readiness, customer outcomes, and escalation resolution.
• Experience leading multisite, international, or globally distributed teams is preferred.
• Ability to use data and operational insights to identify risks, improve delivery performance, strengthen adoption, and support renewal readiness.
• Comfort leading through ambiguity, organizational change, portfolio complexity, and evolving delivery models, including automation, global delivery, and Forward Deployed Engineer integration.

Responsibilities

• Own portfolio performance across revenue, margin, utilization, backlog health, delivery capacity, and resource planning for a defined product-aligned Professional Services portfolio.
• Lead delivery execution to improve predictability, quality, time to value, customer experience, and escalation management across implementation, Advisory+, Managed Services, and related delivery motions.
• Translate product pillar priorities, Customer Success objectives, and Professional Services financial targets into portfolio operating plans, team priorities, and measurable delivery outcomes.
• Partner with Process Architecture to ensure portfolio delivery practices are not just locally optimized, but translated into repeatable standards, scalable workflows, automation-ready processes, and clear operating expectations across Professional Services.
• Partner with Delivery Orchestration to identify, prioritize, and adopt tooling, automation, AI-enabled delivery practices, and Forward Deployed Engineer support that improve portfolio execution, delivery quality, team efficiency, and customer outcomes.
• Partner closely with Product, Sales, Customer Success, Support, Renewals, and Services leadership to align roadmap readiness, service offerings, customer outcomes, and product feedback loops.
• Use portfolio insights, delivery metrics, and operational trends to identify risks, improve delivery performance, support renewal readiness, and strengthen value realization.
• Drive portfolio adoption of standardized delivery practices and scalable operating rhythms while informing decisions on which work is best delivered by Blackbaud teams, global delivery centers, partners, automation, or Forward Deployed Engineers.
• Develop and lead global delivery teams with clear expectations, coaching, workforce planning, role clarity, engagement, retention, and leadership accountability.

Job description

Blackbaud in the United States seeks a Digital and Payment Solutions Pillar Service Leader, Senior Manager within Customer Success Services, to oversee a defined Professional Services portfolio focused on digital payments and fintech delivery. The role drives revenue, margins, and customer outcomes while aligning product, sales, and services across multinational delivery teams.

You'll lead global delivery teams, establish standardized practices, and partner with Product, Sales, and Support to