Director, Customer Success & Support

About the Role

As the Director of Customer Success at Blackbaud India, you will be responsible for overseeing the India operation across various functions within a matrix organization. You will collaborate closely with decision‑makers in other departments to identify, recommend, and implement initiatives that drive an exceptional customer experience and contribute to improved business outcomes. Your role will involve leading high‑performing teams, optimizing processes, and fostering innovation to ensure operational efficiency and reliability.

Key Responsibilities

• Lead through a matrix structure, aligning India's customer success initiatives with global objectives and standards
• Develop and refine a long‑term vision for Customer Success in India in alignment with global business strategy
• Provide functional oversight of all Customer Success teams in Blackbaud India
• Drive the execution of strategies for Customer Support, Vertical Customer Success, Operations, Professional Services, etc.
• Identify emerging trends in customer behavior and technology to inform service strategies
• Act as a senior escalation point for critical customer issues, ensuring timely resolution and executive visibility

Qualifications Required

• BS/BA or higher in a technical or business field, with 15+ years of relevant professional experience and 10+ years of managerial experience
• Strong communication and interpersonal skills to collaborate effectively with cross‑functional teams
• Ability to lead and mentor teams on significant matters related to products, services, and long‑range goals
• Knowledge of multiple products/platforms and comprehensive understanding of the industry
• Flexibility to work varied hours as required by business priorities

About Blackbaud

Blackbaud is a digital‑first company that offers a flexible remote or hybrid work culture. They are an equal opportunity employer committed to maintaining an inclusive work environment where all qualified applicants will be considered without regard to various factors.

As the Director of Customer Success at Blackbaud India, you will be responsible for overseeing the India operation across various functions within a matrix organization. You will collaborate closely with decision‑makers in other departments to identify, recommend, and implement initiatives that drive an exceptional customer experience and contribute to improved business outcomes. Your role will involve leading high‑performing teams, optimizing processes, and fostering innovation to ensure operational efficiency and reliability.

Key Responsibilities (Repeated)

• Lead through a matrix structure, aligning India's customer success initiatives with global objectives and standards
• Develop and refine a long‑term vision for Customer Success in India in alignment with global business strategy
• Provide functional oversight of all Customer Success teams in Blackbaud India
• Drive the execution of strategies for Customer Support, Vertical Customer Success, Operations, Professional Services, etc.
• Identify emerging trends in customer behavior and technology to inform service strategies
• Act as a senior escalation point for critical customer issues, ensuring timely resolution and executive visibility

Qualifications Required (Repeated)

• BS/BA or higher in a technical or business field, with 15+ years of relevant professional experience and 10+ years of managerial experience
• Strong communication and interpersonal skills to collaborate effectively with cross‑functional teams
• Ability to lead and mentor teams on significant matters related to products, services, and long‑range goals
• Knowledge of multiple products/platforms and comprehensive understanding of the industry
• Flexibility to work varied hours as required by business priorities

About Blackbaud (Repeated)

Blackbaud is a digital‑first company that offers a flexible remote or hybrid work culture. They are an equal opportunity employer committed to maintaining an inclusive work environment where all qualified applicants will be considered without regard to various factors.