Craig Lawson

About Craig Lawson

Effective, highly responsive people leader who consistently achieves above industry average results in key Customer Support metrics and areas such as employee retention. A people leader for 15+ years, with teams in person and remote across the globe, ranging from entry level to principal roles. A leader of leaders for 7+ years managing other people leaders. Experience with building effective remote led training and onboarding programs in partnership with multiple areas of the business. Experience with enterprise level accounts in the non-profit space who have complex setups and needs.Strong partner across multiple business groups within Customer Operations with experience in leading triads to ensure customer verticals needs were being accurately represented across the organization. Extensive experience with Blackbaud CRM, Luminate Online, Blackbaud Grantmaking, Payment services, and API integrations.

Experience

1. Director, Customer Success Support

   Blackbaud

   Aug 2022 — Present

   As part of the Customer Support SLT I help oversee the customer service strategy and operations for the social good SaaS technology company as a member of the global management team—leading a team that serves the company’s global customers, implementing enterprise-level strategy, and fostering high-performance with the team achieving above a 93% customer satisfaction score. Manages 180+ team members in the customer success division—assessing performance, recruiting and retaining top talent, and coaching on escalated customer service issues. Team comprised of Associate level through Sr. Principal/Sr. Manager roles. Cultivates a successful and collaborative team through coaching, mentorship, and talent development opportunities—managing team to handle more than business interactions annually. Collaborates with a cross-functional team including sales, marketing, project management, and finance to resolve performance gaps, optimize resource allocation, and drive continuous process improvement.

Education

• College of Charleston

  Bachelor of Business Administration (BBA), Business Administration and Management, General

  2004 — 2008