Senior Director, Renewals and Retention

🕒 September 1

🇺🇸 United States – Remote

💵 $133.7k - $173.8k / year

⏰ Full Time

🟠 Senior

👔 Director

👻 Ghost score 0%

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Blackbaud

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 Non-profit

🤝 B2B

💰 $6.5M Series A on 2000-02

SaaS • Non-profit • B2B

Blackbaud is a cloud software company that builds intelligent solutions for social impact, focusing on nonprofit organizations. It provides products and services for fundraising, donor management, engagement, and sector-specific cloud solutions to help charities, educational institutions, and other mission-driven organizations move faster and work smarter. Blackbaud also offers training, support, developer resources, a partner marketplace, and industry research through the Blackbaud Institute. The company emphasizes privacy, security, and corporate social responsibility.

📋 Description

• Define and lead Blackbaud’s next-generation, end-to-end renewals and retention strategy across a large, multi-product installed base • Assess the current renewals motion and own transformation strategy implementation and execution end to end • Rebuild renewals teams, processes, operating models, and customer-facing motions for scale and predictability • Establish scalable processes, governance, standards, measurement, and instrumentation • Reduce partial churn, downsell, contract erosion, and overall churn • Shape offering, bundling, and packaging strategy to drive retention, expansion, and customer value • Design named and scaled automated customer coverage models • Apply AI, predictive analytics, data science, automation, and intelligent tooling to segment customers, anticipate churn risk, surface expansion opportunities, and improve customer experience • Own performance against gross retention, net revenue retention, renewal rates, and expansion • Deliver expansion as a single, relevant offer at renewal • Personally engage in high-value, complex renewals and senior customer executive discussions • Partner with Finance to forecast recurring revenue and inform long-range planning • Protect margin and commercial value • Build alignment across Product, Finance, Legal, Sales, and Customer Success in a matrixed organization • Coordinate customer-facing motions and lead retention and lifecycle optimization initiatives • Shape tailored renewal strategies based on customer health and strategic value • Route unrealized-value problems to onboarding and enablement • Restructure the team and organizational model, including roles, coverage models, and reporting lines • Recruit, develop, and retain the team and leadership bench • Set priorities, expectations, and accountability while building a high-performance culture

🎯 Requirements

• 12+ years of experience in renewals, customer success, revenue operations, commercial operations, account management, or related leadership roles • Ownership of recurring revenue performance, customer retention, and large-scale business transformation initiatives • Transformational leadership experience in renewals or commercial organizations at scale • Oversight of thousands of customer accounts and significant recurring revenue across named and scaled customer engagement models • Proven experience rebuilding and transforming a renewals organization, operating model, or motion, with measurable improvements in GRR, NRR, retention, and churn • Demonstrated success owning and improving gross retention performance • Experience leveraging automation, AI, and data-driven insights to segment customers, identify risk, and optimize engagement strategies at scale • Strong understanding of pricing, packaging, and bundling strategies and their impact on ARR, customer cohorts, retention, and growth • Experience working with enterprise customers and leading complex renewal, expansion, or commercial discussions • Proven ability to lead organizational change, evolve team structures, and maintain high levels of engagement and performance through transformation • Demonstrated ability to drive alignment and results across a matrixed organization • Strong commercial acumen combined with a customer-centric approach

🏖️ 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