Customer Onboarding AI Specialist

Blackbaud India; Hyderabad; On-site; INR 800,000 - 1,500,000; Full time

Job summary

Blackbaud India seeks an AI Onboarding & Adoption Specialist to guide nonprofits in onboarding, activation, and adoption of Development Agent and Data Health Agent. You will drive success metrics, data readiness, and responsible AI practices while coordinating with Customer Success, Product, and Sales teams.

This role emphasizes customer-focused, consultancy-style engagement, with a schedule aligned to U.S.

Qualifications

• 3+ years in SaaS customer success, onboarding, implementation or enablement.
• Knowledge of nonprofit fundraising operations and CRM platforms.
• Experience guiding tech adoption and change management initiatives.
• Hands-on AI tools in a professional setting; proficient with MS Teams, Outlook, Excel, Word, PowerPoint; Raiser's Edge NXT or Certinia preferred.
• Strong project management and ability to manage multiple engagements in a fast-paced environment.
• Ability to work U.S. hours (EST) for customer engagements.

Responsibilities

• Lead onboarding experiences for customers implementing Blackbaud AI tools and ensure rapid activation and adoption.
• Advise on data readiness, data quality, and responsible AI best practices aligned to fundraising goals.
• Define success metrics, identify use cases, and create adoption plans delivering measurable outcomes.
• Enable teams to adopt AI-powered workflows and integrate insights into daily operations.
• Monitor engagement and usage to identify risks and improve the onboarding process.
• Collaborate with Customer Success, Product, and Sales to improve experiences and advocate for customers.

Skills

SaaS CS

Onboarding

Change mgmt

Data quality

MS Office

Tools

Raiser's Edge NXT

Certinia

MS Teams

Outlook

Excel

PowerPoint

Job description

We’re looking for a customer-focused, consultative, and AI-curious AI Onboarding & Adoption Specialist, Staff to help nonprofits unlock the power of AI-driven fundraising. In this role, you’ll guide customers through the successful onboarding, activation, and adoption of Blackbaud’s Development Agent and Data Health Agent, helping them confidently integrate AI into their fundraising strategies and daily operations.

Working as part of our Customer Success organization, you’ll combine onboarding expertise, change leadership, and data best practices to help customers achieve measurable outcomes. You’ll partner closely with Customer Success, Product, and Sales teams while empowering purpose-driven organizations to improve fundraising effectiveness, strengthen data quality, and expand their impact through responsible AI adoption.

Work Location & Schedule

Work Location:

Sky tech, Financial District, Hyderabad, India

Work Schedule

• This role supports customers and stakeholders primarily during U.S. business hours.
• Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM to 5:00 PM Eastern Time (ET), with availability for customer-facing engagements during that time.
• Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business needs

What You'll Do

• Lead successful onboarding experiences for customers implementing the Development Agent and Data Health Agent, ensuring rapid activation, value realization, and long-term adoption.
• Serve as a trusted advisor by providing guidance on data readiness, data quality, responsible AI practices, and the alignment of AI capabilities to fundraising goals and organizational priorities.
• Help customers define success metrics, identify practical use cases, and establish adoption plans that drive measurable business and fundraising outcomes.
• Support organizational change by enabling teams to embrace AI-powered workflows, integrate insights into daily operations, and build confidence in new ways of working.
• Guide customers in understanding and acting on Data Health Agent recommendations to improve data quality, operational efficiency, and fundraising performance.
• Monitor customer engagement and product usage to identify adoption risks, proactively address challenges, and create scalable resources that improve the onboarding experience.
• Collaborate cross-functionally with Customer Success, Product, and Sales teams to enhance customer experiences, influence product improvements, and develop customer advocates who can share successful AI adoption stories.

What You'll Bring

• 3+ years of experience in a software-as-a-service environment supporting customer success, consulting, onboarding, implementation, enablement, or training programs.
• Knowledge of nonprofit fundraising operations, constituent relationship management platforms, and best practices related to data quality, data governance, and customer adoption.
• Experience guiding customers through technology adoption initiatives, change management efforts, and outcome-based onboarding programs.
• Hands-on experience with AI tools in a professional setting, along with proficiency in Microsoft Teams, Outlook, Excel, Word, and PowerPoint; experience with Raiser’s Edge NXT, Certinia, or similar platforms is preferred.
• Strong project management skills and the ability to manage multiple customer engagements simultaneously in a fast-paced environment.
• Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM–5:00 PM EST, with availability for customer-facing engagements during that time.

"Leverage AI-assisted tools to accelerate delivery and improve quality and actively experiment with emerging capabilities as they evolve."

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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.