Website Blackbaud

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 creative leader to join Blackbaud as our Vice President of Customer Success.


Customer Success is absolutely vital to our long-term profitability, as we operate in a predominately monthly recurring revenue model. We will not be successful unless our customers are receiving clear value from our products and services. As such, we need 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 and referrals.



  • Drive Customer Success OutcomesIncrease 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 LifecycleAccountability 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
  • 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 TeamRecruit, 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
    • 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 TechnologyEnsure 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 Blackbaud
    • Create a company-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)
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • 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