[Hiring] Senior Director, Renewals and Retention @Blackbaud

Role Description

The Senior Director, Renewals and Retention is a strategic leadership role responsible for defining and leading Blackbaud’s next-generation renewals motion across a large, multi-product installed base. This leader will own retention as a business outcome and reimagine the customer renewal experience, moving from a fragmented set of contracts, dates, and conversations toward a simple, unified, and predictable renewal relationship. This role moves beyond traditional renewal management.

The Senior Director, Renewals and Retention will:

• Design and operationalize a scalable, data-driven renewals model aligned to customer segmentation, product strategy, and long-term revenue growth.
• Build and evolve the capabilities, strategy, standards, systems, and team required to support a modern renewals organization.
• Have a direct impact on recurring revenue, retention, and expansion outcomes.
• Set the strategy, build and develop the renewals motion, and lead the organization through change while driving towards required business outcomes.

Qualifications

• 12+ years of experience in renewals, customer success, revenue operations, commercial operations, account management, or related leadership roles.
• Transformational leadership experience in renewals or commercial organizations at scale.
• Proven experience rebuilding and transforming a renewals organization, operating model, or motion.
• Demonstrated success owning and improving gross retention performance.
• Experience leveraging automation, AI, and data-driven insights to segment customers.
• Strong understanding of pricing, packaging, and bundling strategies.
• Experience working with enterprise customers and leading complex renewal discussions.
• Proven ability to lead organizational change and maintain high levels of engagement and performance.
• Strong commercial acumen combined with a customer-centric approach.

Requirements

• Move quickly to assess the current renewals motion and develop a new transformation strategy.
• Rebuild the renewals motion, team, and processes for scale and predictability.
• Establish scalable processes, governance, and standards.
• Tackle partial churn directly, including changing negotiation strategies.
• Operationalize the strategy: translate it into implemented changes.
• Lead organizational change with clarity and pace.
• Build the measurement and instrumentation to show transformation effectiveness.
• Define and lead the end-to-end renewals and retention strategy.
• Reimagine the customer’s renewal experience.
• Shape offering, bundling, and packaging strategy.
• Design a next-generation motion that pairs named coverage with scaled, automated coverage.
• Apply AI and data science to redesign workflows and segment the base.
• Leverage AI, predictive analytics, and data science to anticipate churn risk.
• Champion automation and intelligent tooling.
• Continuously evaluate emerging technology.
• Own performance against gross retention, net revenue retention, renewal rates, and expansion.
• Deliver expansion as a single, relevant offer at renewal.
• Personally engage on high-value, complex renewals.
• Partner with Finance to forecast recurring revenue.
• Protect margin and commercial value while driving performance.
• Build alignment and accountability across various departments.
• Coordinate motions that reach the same customer.
• Engage senior customer executives on complex renewals and expansion.
• Shape tailored renewal strategies based on customer health.
• Restructure the team and organizational model to match the new motion.
• Recruit, develop, and retain a strong team.
• Set clear priorities, expectations, and accountability.
• Build a culture of high performance, agility, and continuous improvement.

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