Senior Director – Nonprofit and Arts & Cultural Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and enhance the Customer Success strategy for nonprofit and arts and cultural organizations.

• Build and expand AI-driven customer success initiatives, including predictive health scoring, risk identification, automation, and data-informed account prioritization.

• Achieve measurable outcomes in retention, net revenue retention, transactional and payments revenue growth, product adoption, and employee-driven sales opportunities.

• Act as a trusted advisor to executive leaders at nonprofits, foundations, faith communities, museums, performing arts organizations, and other mission-focused institutions.

• Take executive responsibility for significant customer escalations, ensuring swift resolution, effective communication, and proactive risk management.

• Cultivate a high-performing leadership team through established expectations, accountability, forecasting practices, and operational rigor.

• Collaborate with Sales, Product, Marketing, Support, Payments, Finance, and Legal to integrate customer insights 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 field.

• Extensive experience supporting nonprofit, foundation, faith-based, or arts and cultural organizations, or direct leadership experience within these sectors.

• Proven track record of managing retention, expansion, transactional or payments revenue, and other quantifiable commercial outcomes.

• Proficiency in customer segmentation, account planning, forecasting, product adoption, customer risk management, and organizational transformation.

• Experience utilizing AI, predictive analytics, automation, and data-driven operating models to enhance customer engagement, retention, and business performance.

• Demonstrated ability to lead senior leaders, navigate complex customer escalations, and communicate effectively with executive stakeholders and boards.

• Strong financial and commercial insight, including experience in assessing revenue opportunities, retention risks, contractual obligations, investment decisions, and business trade-offs.

🏝️ 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.