Senior Director, Nonprofit and Arts & Cultural Customer Success

Role overview

Set the customer success strategy for organizations in nonprofit and arts and cultural sectors, linking customer outcomes with retention, growth, product adoption, and long-term value. You’ll lead a senior team and work across commercial, product, support, finance, legal, and other functions to improve customer experiences and apply data and AI-enabled methods to customer engagement.

Responsibilities

- Define and evolve customer success plans for nonprofit and cultural institution customers, aligned with measurable business and customer outcomes. - Develop data-driven approaches to account prioritization, customer health, risk detection, and engagement, including predictive analytics and automation. - Own results across retention, revenue expansion, payments, adoption, and customer-generated sales opportunities. - Advise executive leaders at mission-driven organizations on fundraising, donor engagement, membership, and relevant technology trends. - Take executive responsibility for major customer escalations, coordinating resolution, communication, and risk management. - Build and develop a high-performing leadership team with clear expectations, accountability, forecasting, and operating discipline. - Bring customer insights to product, commercial, and market planning through close cross-functional partnership.

Requirements

- At least 12 years of progressive experience in customer success, account management, recurring revenue operations, advancement services, or a related field. - Significant experience serving nonprofit, foundation, faith-based, or arts and cultural organizations, or direct leadership experience in those sectors. - Demonstrated ownership of retention, expansion, payments or transactional revenue, and other measurable commercial results. - Expertise in customer segmentation, account planning, forecasting, adoption, customer risk, and organizational change. - Experience applying AI, predictive analytics, automation, or data-driven operating models to improve engagement and business performance. - Proven ability to lead senior leaders, manage complex escalations, and communicate with executive stakeholders and boards. - Strong financial and commercial judgment, including assessment of revenue opportunities, retention risks, contracts, investment choices, and tradeoffs.

Benefits and work setup

- Remote-flexible work arrangement; stated starting base pay is $150,400–$204,100. - Benefits include medical, dental, and vision insurance; wellness programs; a 401(k) with employer match; flexible paid time off; parental leave; tuition reimbursement; and pet, legal, and identity protection coverage.