Digital and Payment Solutions Pillar Service Leader, Senior Manager

Blackbaud

1d • $117,200 - $157,500

About The Position

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. The role establishes clear ownership for a product-aligned delivery portfolio, aligning Professional Services execution to customer value realization while driving operating discipline, portfolio-specific expertise, and scalable delivery practices.

The position carries accountability for revenue, margin, utilization, backlog health, capacity planning, delivery predictability, escalation management, team readiness, and cross-functional alignment with Product, Sales, Customer Success, and other stakeholders supporting the organization's digital payments and fintech ecosystem. The leader uses 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.

Requirements

• 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.
• 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.

Nice To Haves

• Experience supporting or delivering services related to digital payments, fintech platforms, financial operations, transaction processing, or adjacent financial technology solutions.
• Experience leading multisite, international, or globally distributed teams.

Responsibilities

• 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 translate portfolio delivery practices 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 to improve portfolio execution, delivery quality, team efficiency, and customer outcomes.
• Partner 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, and inform decisions about which work is best delivered by Blackbaud teams, global delivery centers, partners, automation, or Forward Deployed Engineers.
• Develop and lead global delivery teams through clear expectations, coaching, workforce planning, role clarity, engagement, retention, and leadership accountability.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed