Senior Director of Customer Success

Job Summary

Leading the transformation of customer success for nonprofit and arts and cultural organizations, the full-time Senior Director of Customer Success will shape strategy, drive measurable business results, and serve as a trusted advisor while working remotely.

Key responsibilities

• Lead and evolve the Customer Success strategy to align customer outcomes with growth and retention objectives
• Build and scale AI-enabled customer success initiatives, including predictive health scoring and risk identification
• Drive measurable business results across retention, revenue growth, and product adoption while managing major customer escalations

Required qualifications

• 12+ years of progressive leadership experience in Customer Success or related fields
• Significant experience serving nonprofit, foundation, or arts and cultural organizations
• Demonstrated success in managing retention and expansion within commercial outcomes
• Expertise in customer segmentation, account planning, and organizational transformation
• Experience utilizing AI and data-driven models to enhance customer engagement and performance