Director, Implementation and Renewal

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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

• Own the I2R value stream within Blackbaud’s three-value-stream operating model, with full accountability for flow, outcomes, and structural health of the post-sale customer journey. • Participate in Lean Portfolio Management governance—shaping investment prioritization, capacity allocation, and ART coordination for the I2R value stream in partnership with C2M and A2R value stream owners. • Serve as the primary peer to the Awareness to Revenue and Concept to Market value stream owners, maintaining the formal feedback loops and handoff quality the operating model depends on. • Own the formal I2R→C2M feedback loop—ensuring customer health signals, adoption gaps, and churn drivers translate into C2M roadmap inputs through the LPM governance process, not informal partnership. • Define and execute the long-term vision for the I2R value stream, anchored in the transformation from fragmented, reactive post-sale engagement to a unified, signal-driven customer engagement system. • Own the Churn Improvement Program and Agents for Good transformation initiatives, driving measurable progress against defined outcomes across adoption, retention, and renewal. • Serve as a critical business partner to Customer Success and Finance, analytically evaluating retention performance, identifying strategic growth opportunities, and proactively flagging risks to net revenue retention objectives. • Identify, scope, and lead cross-functional strategic initiatives that improve time-to-value, reduce churn, and expand customer relationships. • Embed customer value methodologies into the post-sale playbook for alignment across all customer segments and regions. • Serve as the business owner of the I2R agentic platform—defining outcomes, governing agent performance, and setting expansion priorities across renewal automation, proactive success engagement, support deflection, and release adoption. • Drive the shift from AI as a process tool to AI as operating infrastructure— embedding intelligent, signal-driven systems into the core of every post-sale motion. • Partner with the AI/Data platform team to ensure customer intelligence flows cleanly through the post-sale stack, producing actionable signals at the right moments in the customer journey. • Establish governance and performance measurement frameworks for agentic systems, ensuring business outcomes—not just deployment metrics—drive continued investment. • Lead collaboration across Implementation, Onboarding, Customer Success, Support, Professional Services, Renewals, Product, and Finance to unify ownership and eliminate handoff friction across the post-sale journey. • Partner with the CIO, CFO, Chief Commercial Officer, and senior leadership on strategic decision-making, resource allocation, and prioritization across the value stream. • Feed adoption patterns, customer health signals, and churn data to the C2M value stream as a structural input—ensuring Blackbaud builds the right capabilities at the right time. • Replace one-size-fits-all playbooks with a segmented engagement model serving digital-only, digital-led, and human-led customer segments appropriately. • Build and implement scalable operational systems, workflows, and governance structures to shift engagement from reactive—triggered by problems—to proactive—triggered by signals. • Apply SAFe and Lean flow principles to continuously improve throughput, reduce friction, and eliminate waste across the post-sale value stream. • Own business outcomes including gross revenue retention (GRR), net revenue retention (NRR), and time-to-value, using predictive churn detection and customer health signals as core leading indicators. • Set and track KPIs across the full post-sale journey, translating data into clear direction for Customer Success, Renewals, Support, and Product teams. • Integrate customer feedback, health trends, and usage patterns into actionable recommendations that improve the post-sale experience and inform C2M priorities. • Collaborate with Customer Success leadership and Finance to develop retention and renewal forecasts, ensuring precise and timely reporting. • Provide direct input to ARR modeling and scenario planning for retention risk, engaging the CFO’s office proactively on churn trends and mitigation strategies. • Own financial accountability for post-sale investment sequencing within the LPM portfolio, ensuring I2R resource allocation reflects strategic priorities.

🎯 Requirements

• 15+ years in customer success, professional services, or post-sale operations, with deep domain expertise in enterprise customer lifecycle management and post-sale transformation. • Demonstrated experience operating within or architecting a value-stream aligned or product-centric operating model—not just implementing agile practices within a functional structure. • Proven track record owning and driving large-scale transformation programs in complex, fast-growing organizations—with measurable improvement in retention, churn reduction, or time-to-value. • Deep understanding of segmented customer engagement models and the operational differences between digital self-service, scaled customer success, and high-touch enterprise motions. • Experience governing AI-powered or agentic systems as a business owner— defining outcomes, measuring performance, and driving expansion—not just deploying tools. • Expertise in SAFe, Lean Portfolio Management, or equivalent portfolio governance in a scaled agile environment. • Strong executive-level systems thinking—ability to design the operating model for a value stream, not just manage within one. • Demonstrated change leadership at scale—culturally unifying fragmented teams and functions around shared outcomes and new ways of working. • Strong focus on data-informed decision making, with the ability to translate customer health signals and retention metrics into strategic priorities. • Ability to drive technical decisions that meet required standards of quality, security, and operability.

🏖️ 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