Senior Director – Nonprofit and Arts & Cultural Customer Success

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
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...