“Through The Lens Of Our Customers… Who Wouldn’t Want To Do This Every Day?  I Am Excited To Join The Blackbaud Team!”

Pam Whitney

February 2022 in Community News

Susan Luu is bringing her 16 years of nonprofit experience to Blackbaud as our new senior director of Customer Success, with a specific focus on nonprofits and arts and cultural organizations. Learn more about how she plans to bring her firsthand customer perspective to deliver enhanced success and experiences for Blackbaud customers. We are confident that her feedback and leadership will help us to offer the best possible customer experience for our entire Blackbaud community. We're excited to share that Susan Luu has joined Blackbaud as our new senior director of Customer Success, focused on nonprofits and arts and cultural organizations. In this role, Susan will be utilizing her industry insights and extensive nonprofit background to align Blackbaud's Customer Success program with our customers' unique journeys, and deliver on the key outcomes they aim to achieve when partnering with Blackbaud.

Susan joins us from Junior Achievement USA (JA), a nonprofit that inspires and prepares young people for their future success, where she served as the chief information technology officer. Susan was responsible for JA's technology infrastructure and enterprise applications, managing the intersection between technology solutions and business process efficiencies. Susan has an extensive background in customer service, project management, supply chain management, and technology implementations.

We couldn’t wait to chat with Susan and learn more about her and her vision for Customer Success.

Q: You've had a notable career as a nonprofit leader. What motivated you to join the Blackbaud team?
A: When I entered the nonprofit arena 16 years ago, I was instantly hooked. Members of nonprofit organizations pour their hearts and energy toward their mission. They rely on generous supporters and take great care in spending their donors' dollars. That's why Blackbaud's focus on helping nonprofits and other social good organizations drive business process efficiencies to help achieve their missions resonated with me. Our footprint in the social good space is expansive, and this is an incredible opportunity for me to help organizations move the needle forward, with a particular focus on helping nonprofits and arts and cultural organizations. Who wouldn’t want to do this everyday? I am excited to join the Blackbaud team!

Q: How do you hope to utilize your nonprofit experience to enhance the customer experience at Blackbaud?
A: At Junior Achievement, I served in roles ranging from fundraising, to program development, to technology. I gained a 360-degree perspective on the mechanics of nonprofit management, and I have a healthy appreciation and understanding of the challenges that nonprofits face day-to-day. I am honored to bring this perspective to Blackbaud and as we continuously improve our solutions and services, I will approach our work through the lens of our customers.

Q: As a former Blackbaud customer you will be able to provide a firsthand perspective into our Customer Success program. What are you enjoying most so far, and what are you looking forward to in your new role?
A: My favorite aspect is of course, the people. Members of Blackbaud’s Customer Success team are as invested in their customer’s missions as the customers themselves. Our goal is to build upon this energy and walk alongside our customers to ensure they thrive. Many social good organizations do not have the resources to invest in areas such as industry thought leadership and technology solutions management. Blackbaud’s Customer Success team serves as a hub to address these needs, and I look forward to contributing to the effort.

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