Senior Director – Nonprofit and Arts & Cultural Customer Success

October 31, 2026

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Job Description:

Lead and evolve the Customer Success strategy for nonprofit and arts and cultural organizations
Build and scale AI-enabled customer success motions, including predictive health scoring, risk identification, automation, and data-driven account prioritization
Drive measurable results across retention, net revenue retention, transactional and payments revenue growth, product adoption, and employee-generated sales opportunities
Serve as a trusted advisor to executive leaders at nonprofits, foundations, faith communities, museums, performing arts organizations, and other mission-driven institutions
Take executive ownership of major customer escalations, ensuring rapid resolution, clear communication, and proactive risk management
Develop a high-performing leadership team through clear expectations, accountability, forecasting disciplines, and operational rigor
Partner across Sales, Product, Marketing, Support, Payments, Finance, and Legal to bring customer insight into product, commercial, and market strategies

Requirements:

12+ years of progressive leadership experience in Customer Success, account management, recurring revenue operations, advancement services, or a related discipline
Significant experience serving nonprofit, foundation, faith-based, or arts and cultural organizations, or direct leadership experience within those sectors
Demonstrated success owning retention, expansion, transactional or payments revenue, and other measurable commercial outcomes
Expertise in customer segmentation, account planning, forecasting, product adoption, customer risk management, and organizational transformation
Experience using AI, predictive analytics, automation, and data-driven operating models to improve customer engagement, retention, and business performance
Proven ability to lead senior leaders, manage complex customer escalations, and communicate effectively with executive stakeholders and boards
Strong financial and commercial acumen, including experience evaluating revenue opportunities, retention risks, contractual commitments, investment decisions, and business tradeoffs

Benefits:

Medical, dental, and vision insurance
Remote-flexible workforce
Wellness Programs
401(k) program with employer match
Flexible paid time off
Generous Parental Leave
Donations for Doers
Pet insurance, legal and identity protection
Tuition reimbursement program

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