Head of Renewals & Retention Transformation

Blackbaud; Charleston (SC); On-site; USD 150,000 - 204,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Remote-friendly

Wellness programs

401k with employer match

PTO / paid time off

Parental leave

Donations for Doers

Pet insurance

Legal protection

Identity protection

Tuition reimbursement

Job summary

Blackbaud in Charleston, SC, seeks a Senior Director, Renewals and Retention to lead a strategic renewal motion across a multi-product installed base. You will own retention as a business outcome and reimagine the renewal experience to be unified and predictable.

The role designs scalable, data-driven processes, builds capabilities, and partners with Product, Finance, Legal, Sales, and CS to drive gross and net retention, expansion, and customer value.

Qualifications

• 12+ years in renewals, customer success, or revenue operations leadership.
• Transformational leadership in renewals at scale with recurring revenue.
• Experience rebuilding renewals organizations with measurable gains.
• Experience using automation, AI and data-driven insights to segment customers.
• Strong commercial acumen with a customer-centric approach.

Responsibilities

• Define and lead end-to-end renewal strategy across the installed base.
• Transform renewals motion, teams and processes for scale and predictability.
• Operationalize strategy into changes in structure, tools and workflows.
• Own gross and net retention, renewal rates and expansion outcomes.
• Lead cross-functional initiatives across Product, Finance, Legal, Sales and CS.
• Engage senior customers on complex renewals and expansions.
• Recruit, develop and retain a high-performance renewals team.

Skills

Renewals leadership

Customer success

Revenue operations

Commercial operations

Account management

Job description

Blackbaud in Charleston, SC, seeks a Senior Director, Renewals and Retention to lead a strategic renewal motion across a multi-product installed base. You will own retention as a business outcome and reimagine the renewal experience to be unified and predictable.

The role designs scalable, data-driven processes, builds capabilities, and partners with Product, Finance, Legal, Sales, and CS to drive gross and net retention, expansion, and customer value.