Senior Director – Nonprofit and Arts & Cultural Customer Success

Job Description:

  • Lead and evolve the Customer Success strategy for nonprofit and arts and cultural organizations
  • Build and scale AI-enabled customer success motions, including predictive health scoring, risk identification, automation, and data-driven account prioritization
  • Drive measurable results across retention, net revenue retention, transactional and payments revenue growth, product adoption, and employee-generated sales opportunities
  • Serve as a trusted advisor to executive leaders at nonprofits, foundations, faith communities, museums, performing arts organizations, and other mission-driven institutions
  • Take executive ownership of major customer escalations, ensuring rapid resolution, clear communication, and proactive risk management
  • Develop a high-performing leadership team through clear expectations, accountability, forecasting disciplines, and operational rigor
  • Partner across Sales, Product, Marketing, Support, Payments, Finance, and Legal to bring customer insight into product, commercial, and market strategies

Requirements:

  • 12+ years of progressive leadership experience in Customer Success, account management, recurring revenue operations, advancement services, or a related discipline
  • Significant experience serving nonprofit, foundation, faith-based, or arts and cultural organizations, or direct leadership experience within those sectors
  • Demonstrated success owning retention, expansion, transactional or payments revenue, and other measurable commercial outcomes
  • Expertise in customer segmentation, account planning, forecasting, product adoption, customer risk management, and organizational transformation
  • Experience using AI, predictive analytics, automation, and data-driven operating models to improve customer engagement, retention, and business performance
  • Proven ability to lead senior leaders, manage complex customer escalations, and communicate effectively with executive stakeholders and boards
  • Strong financial and commercial acumen, including experience evaluating revenue opportunities, retention risks, contractual commitments, investment decisions, and business tradeoffs

Benefits:

  • Medical, dental, and vision insurance
  • Remote-flexible workforce
  • Wellness Programs
  • 401(k) program with employer match
  • Flexible paid time off
  • Generous Parental Leave
  • Donations for Doers
  • Pet insurance, legal and identity protection
  • Tuition reimbursement program
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