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About the role:
The Digital and Payment Solutions Pillar Service Leader, Senior Manager within Customer Success Services, is a product-aligned business leader accountable for financial performance, delivery execution, team effectiveness, and customer outcomes across a defined Professional Services portfolio focused on digital payment, fintech, and transaction-based solutions. This role creates clear ownership for a product-aligned delivery portfolio, aligning Professional Services execution to customer value realization while driving consistent operating discipline, portfolio-specific expertise, and scalable delivery practices. The Pillar Service Leader will operate with accountability across revenue, margin, utilization, backlog health, capacity planning, delivery predictability, escalation management, team readiness, and cross-functional alignment with Product, Sales, Customer Success, and key stakeholders supporting the organization's digital payments and fintech ecosystem. You'll need to be commercially minded, operationally strong, comfortable leading through complexity, and skilled at using portfolio insights to improve delivery performance, customer outcomes, workforce planning, and long-term value realization. Experience supporting or delivering services related to digital payments, fintech platforms, financial operations, transaction processing, or adjacent financial technology solutions is highly valued.
What You'll Do:
Own portfolio performance across revenue, margin, utilization, backlog health, delivery capacity, and resource planning for a defined product-aligned Professional Services portfolio.
Lead delivery execution to improve predictability, quality, time to value, customer experience, and escalation management across implementation, Advisory+, Managed Services, and related delivery motions.
Translate product pillar priorities, Customer Success objectives, and Professional Services financial targets into portfolio operating plans, team priorities, and measurable delivery outcomes.
Partner with Process Architecture to ensure portfolio delivery practices are not just locally optimized, but translated into repeatable standards, scalable workflows, automation-ready processes, and clear operating expectations across Professional Services.
Partner with Delivery Orchestration to identify, prioritize, and adopt tooling, automation, AI-enabled delivery practices, and Forward Deployed Engineer support that improve portfolio execution, delivery quality, team efficiency, and customer outcomes.
Partner closely with Product, Sales, Customer Success, Support, Renewals, and Services leadership to align roadmap readiness, service offerings, customer outcomes, and product feedback loops.
Use portfolio insights, delivery metrics, and operational trends to identify risks, improve delivery performance, support renewal readiness, and strengthen value realization.
Drive portfolio adoption of standardized delivery practices and scalable operating rhythms while informing decisions on which work is best delivered by Blackbaud teams, global delivery centers, partners, automation, or Forward Deployed Engineers.
Develop and lead global delivery teams with clear expectations, coaching, workforce planning, role clarity, engagement, retention, and leadership accountability.
What You’ll Bring:
5+ years of experience leading professional services, implementation delivery, customer success services, services operations, or product-aligned delivery teams with accountability for business outcomes.
3+ years of people leadership experience, including coaching, performance management, workforce planning, role clarity, prioritization, and developing team capability.
Demonstrated ability to manage financial and operational performance, including revenue attainment, margin, utilization, backlog health, capacity planning, delivery predictability, and customer outcomes.
Strong working knowledge of professional services delivery models, customer value realization, implementation quality, services offerings, operational reporting, and process improvement practices.
Experience partnering with Product, Sales, Customer Success, Support, Renewals, and executive stakeholders to align delivery execution, roadmap readiness, customer outcomes, and escalation resolution.
Experience leading multisite, international, or globally distributed teams is preferred.
Ability to use data and operational insights to identify risks, improve delivery performance, strengthen adoption, and support renewal readiness.
Comfort leading through ambiguity, organizational change, portfolio complexity, and evolving delivery models, including automation, global delivery, and Forward Deployed Engineer integration.
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Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
The starting base pay is $117,200.00 to $157,500.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations. Benefits Include:
