Global Managing Director – Customer Success Higher Education Vertical Looking For Global Managing Director – Customer Success Higher Education Vertical JOB At Remote Full Time

What is the role

You will lead the Higher Education Customer Success (CS) vertical team for Blackbaud, including Customer Success Managers, to execute our global customer success strategy, drive outcomes that guide customer-facing areas of Blackbaud in delivering on customer value and be accountable for end-to-end revenue for the vertical. You will develop strong partnerships with clients and internal partners, lead the day-to-day people and vertical CS programs, and lead the team with innovative thinking to influence the product roadmap. You will create a strong personal brand that will gain vertical-wide credibility and respect as an industry thought leader for the vertical. You will strengthen our retention, collaborate with go-to-market, product and technology strategies, while relentlessly communicating the what and the why behind our customer needs. You are an expert in customer relationships, an influencer and an orchestrator, who balances priorities to deliver results while also delivering continuous improvements in customer experience and value.

What you’ll do

• Represent the voice of the customer for the Higher Education vertical, specifically:

• Partner with Executive Leadership in Sales and Product to establish Customer Success vertical strategy and execution plans

• Build a strong network within the industry to identify trends and build relationships with potential strategic partners

• Serve as the face of customers within Blackbaud and externally, leading advisory boards and participating in industry events and conferences

• Evangelize for all aspects of the Higher Education vertical both internally and externally

• Work closely with Product Pillar Heads to identify and provide insight into product gaps, new use cases retention inhibitors and revenue expansion opportunities. Partner with Corporate Strategy and Products on potential acquisition & partnership opportunities

• Enable churn prevention and renewal practices in close partnership with the Renewals team

• Identify impacts of churn and down sell forecasting with Product and Sales teams

• Serve as lead in Customer executive escalations

• Build a results-oriented team and a company culture focused on end-to-end revenue under management

• Lead, coach, and develop a high performing team of Customer Success Managers at all levels

• Lead end-to-end customer lifecycle management taking accountability from order form signed through lifetime value and customer retention

• Implement and manage company metrics and value drivers to measure health of the vertical, including customer satisfaction, adoption and retention, instilling a culture of performance and accountability

• Accountable for customer satisfaction and Customer Effort Scores (CES)

• High impact focus on strategic accounts including executive sponsorships and Executive Business Reviews leadership

• Prudent management of operating costs

• Partner with peers in Customer Success, Product, and other functions to drive world class execution of the standardized processes for Customer Success

• Create, implement, and drive business processes, system improvements and new practices with a relentless focus on continuous improvement

• Supports strategic sales pursuits

• Lead a matrixed SLT that has representations from Services, Sales, Support, Customer Success Program, Marketing and Product teams

What we’re looking for

• Strong vertical experience and expertise in enterprise SaaS and consumer focused technology with responsibility for the vertical

• Previous management of similar sized organizations of Gross Revenue Retention (GRR), Net Revenue Retention (NRR) and Revenue Under Management

• Experience presenting at large events, advisory councils, tradeshows, customer success events

• Executive presence, capable of engaging with “C Suite” contacts within our customer, partner and influencer ecosystem

• Have a strong network within the vertical market

• 15+ years of experience managing and developing customer relationships as demonstrated via experience in software, technology and/or consulting

• 10+ years building and nurturing high performing teams

• Ability to drive business outcomes and collaboration across product, sales, and customer success teams

• Demonstrated thought leadership and ability to influence at all levels in the organization in a highly matrixed structure

• Strong customer intuition and empathy

• Strong in analytics, structured, data-driven and good interpersonal skills

• Thrives in a fast-paced, customer-focused environment with proven results in meeting deadlines and managing tight time constraints

• Strong customer success management with experience in leading cross-functional teams and motivating them to go the extra mile

• Ability to manage and prioritize dozens of requirements, deadlines, and projects

Competencies you have

• Learning Agility – you lead with curiosity and an insatiable desire to learn. You proactively seek feedback and build learning into all that you do. As a leader, you create a culture around you where employees can grow and rise to meet new challenges on behalf of our customers.

• Customer Focused – you understand your customers and seek to drive value in all that you do on their behalf. As a leader, you create a culture where customer value is in the DNA of your organization.

• Drive for Results – you get the right things done on behalf of your customers and your team. You ensure that you are balancing priorities to deliver scalable, secure, available, and cost-effective solutions that solve the most important customer challenges. As a leader, you create culture where everyone knows the priorities and are measuring progress toward clear goals.

• Passion for People – you are a servant leader who knows that people are innately capable and full of potential. You know their strengths and opportunities for growth as well as understand their aspirations. You know what the business needs. As a senior leader, you blend this understanding into clear goals, development plans and experiences that unlock the full potential of your team. You don’t shy away from difficult conversations and thrive on seeing others grow and develop. You make others great.

• Transformation – you know that culture and coaching need constant attention, practice, and patience. As a leader, you engage your team in change by setting a clear vision for the future and helping all members of the team navigate toward that vision together.

• Strategic Thinking & Leadership – you think critically about the long-term variables that will influence the business, what our customers need and what your team needs. You make decisions with the big picture in mind and anticipating both opportunities and threats and balancing stakeholder perspectives. As a leader, you have the conviction to plot a course that may be immediately challenging but leads Blackbaud to a place where we can thrive in the future.

• Cloud Financial Acumen – Financial management of net revenue retention, gross revenue retention, renewal, churn prevention strategies with strong focus on revenue expansion enablers.

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