Senior Director, AI‑Enabled CS for Nonprofits & Arts

Blackbaud; United States; Remote; USD 150,000 - 204,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Remote-flexible workforce

Wellness programs

401(k) with match

Flexible PTO

Parental leave

Donations for Doers

Pet insurance

Identity protection

Legal protection

Tuition reimbursement

Job summary

Blackbaud is seeking a Senior Director of Nonprofit and Arts & Cultural Customer Success to lead a strategic, growth-focused function. You will shape outcomes for mission-driven organizations, align customer success with retention, expansion, and product adoption, and partner across Sales, Product, Marketing, Support, Payments, Finance, and Legal.

This role requires deep sector experience, executive leadership, and a data-driven mindset to scale AI-enabled customer success motions and deliver

Qualifications

• 12+ years of progressive leadership in Customer Success or related field.
• Significant nonprofit, foundation, faith-based, or arts/cultural sector experience.
• Proven track record managing retention, expansion, and revenue outcomes.
• Experience using AI, predictive analytics, and data-driven operating models.
• Ability to lead senior leaders and communicate with executives and boards.

Responsibilities

• Lead and evolve the CS strategy for nonprofit and arts clients.
• Scale AI-enabled CS motions including health scoring and automation.
• Drive retention, net revenue retention, and revenue growth through CS.
• Advise executives at client organizations and manage major escalations.
• Build a high-performing leadership team and forecast-driven operations.
• Collaborate across business units to inform product and market strategy.

Skills

Strategic leadership

Executive communication

AI/predictive analytics

Revenue retention & growth

Sector expertise: nonprofits

Cross-functional collaboration

Job description

Blackbaud is seeking a Senior Director of Nonprofit and Arts & Cultural Customer Success to lead a strategic, growth-focused function. You will shape outcomes for mission-driven organizations, align customer success with retention, expansion, and product adoption, and partner across Sales, Product, Marketing, Support, Payments, Finance, and Legal.

This role requires deep sector experience, executive leadership, and a data-driven mindset to scale AI-enabled customer success motions and deliver