Director of Customer Success

About the job

The Director of Customer Success in Blackbaud India is a senior leadership role responsible for overseeing the India operation across multiple functions within a matrix organization, including Support, Vertical Customer Success, Renewals Professional Services, Product Success, and Technology Delivery. This role sits on the Customer Success Strategic Leadership team, and is primarily responsible for ensuring the efficient management and execution of the Customer Success & Support team in India, with a focus on aligning departmental operations with the overall business objectives of the organization. This leadership role requires close collaboration with decision makers in other departments to identify, recommend, develop, implement, and support initiatives that collectively drive an exceptional customer experience and contribute to improved business outcomes for the company. The ideal candidate is a strategic thinker with proven experience leading in complex, matrixed environments, building high-performing teams across most or all of the accountable functional areas, optimizing processes, and delivering measurable business outcomes through customer success initiatives. Facilitating collaboration across various functions is essential for identifying opportunities for growth and improvement, as well as for ensuring that initiatives are executed successfully and deliver measurable results. Building and leading high-performing teams is a key aspect of this role. The Director should be adept at fostering leadership within teams and encouraging a results-driven approach across a diverse portfolio of products and business needs. This requires providing mentorship, establishing a culture of accountability, and supporting professional development to enable teams to deliver consistent and impactful outcomes. Innovation and adaptability are critical for success in this position. The Director must be capable of delving into operational details while maintaining a strategic perspective, guiding project teams as they transition into operational rigor. This includes developing predictable and scalable processes that enhance efficiency and reliability. The Director is committed to continuous improvement, consistently seeking ways to optimize operations and drive positive impact throughout the business. What you’ll be doing: (Job duties and responsibilities) • Lead through a matrix structure, partnering with Global COE leadership to align India’s customer success initiatives with global objectives and standards. • Develop and refine long-term vision for Customer Success in India, ensuring alignment with global business strategy. • Provide functional oversight of all Customer Success teams in Blackbaud India, while recognizing and balancing COE leadership input and oversight. • Drive execution of strategy for Customer Support, Vertical Customer Success, Operations, Professional Services, etc. • Partner with COE Leadership to ensure each team meets goals & objectives; Work with leaders from each area to address operational challenges and performance gaps • Represent Blackbaud India as a member of the Customer Success Global Senior Leadership Team (SLT) and Global Management Team (GMT) • Work across local delivery teams to Identify emerging trends in customer behavior and technology to inform proactive service strategies. • Act as a senior escalation point for critical customer issues, ensuring timely resolution and executive visibility. • Host regular leadership roundtables and skip-level meetings to foster transparency and engagement. • Promote diversity, equity, and inclusion within the CS organization through targeted programs and mentorship. Customer Support Operations • Ensure alignment and collaboration with Global Support Leaders and the COE, partnering across regions to drive consistency in customer support strategies and practices through a matrixed approach. • Champion globally aligned, scalable processes, tools, and knowledge bases within BB India, working closely with global and regional teams to enhance efficiency and deliver a unified customer experience. • Collaborate with global support leaders and cross-functional teams to provide strategic guidance, coaching BB India teams to implement action plans and adopt best practices in alignment with global standards. Customer Success Management Operations • Collaborating with the COE, engage with the CSM team to drive adoption, retention, and expansion of customer accounts. • Participate in the development of playbooks and best practices for proactive customer engagement and value delivery. • Build strong relationships with key accounts supported by BBI and act as an escalation point for complex challenges. Professional Services Operations • Collaborating with the COE, oversee the Professional Services team to deliver successful implementations, integrations, and consulting engagements, monitoring and managing operational metrics, ensuring delivery within defined financial and quality standards. • Lead proactive recruiting and onboarding for Professional Services roles, foster a collaborative and engaging office culture through visible leadership and regular in-person team activities, and support employee development and retention via cross-training, internal mobility, and office-based onboarding • Ensure projects (or project segments) are delivered on time, within scope, and aligned with customer expectations. • Drive continuous improvement in service delivery methodologies, championing adoption of new technologies and tools to improve project outcomes, scalability, and customer satisfaction. Product Success Team Operations • Oversee the Functional Expert team located in India to provide compelling, tailored product demonstrations that highlight value to prospects and customers. • Collaborate with Sales, Marketing, and Product teams to ensure demos reflect current capabilities and customer needs. • Measure demo effectiveness and continuously refine approaches. Cross-Functional Collaboration • Partner with Product, Sales, and Marketing to provide customer insights that inform product development and go-to-market strategies. What we'll want you to have: (Job requirements and preferences) • BS/BA or higher in a technical or business field, 15+ years of relevant professional experience, and 10+ years of managerial experience • Able to resolve unique issues related to staff management, customer satisfaction, or business processes; Anticipates problems and determines solutions that integrate overall business strategies • Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders in a highly matrixed organization • Recognized subject matter expert with the ability to mentor team on highly significant matters relating to products, services, capabilities, and long-range goals and objectives • Knowledge of multiple products or platforms, like Salesforce, Workday, ServiceNow, Messaging and Collaboration, and Identity, as well as comprehensive understanding of the industry in which the products are deployed, and can easily articulate the impact of system changes on the customer’s business • Ability to lead others and ensure the completion of tasks; also engaging in sharing knowledge and expertise (product, industry, professional, technical) • Able to work flexible hours as required by business priorities.

Requirements

• Leadership
• Customer Success
• Collaboration
• Strategic Planning
• Mentoring

Qualifications

• BS/BA in a technical or business field
• 15+ years of relevant professional experience
• 10+ years of managerial experience

Preferred Technologies

• Leadership
• Customer Success
• Collaboration
• Strategic Planning
• Mentoring

About the company

Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. They are committed to maintaining an inclusive work environment.