Senior Director, Renewals and Retention

This is a fully remote position, open to applicants in United States.

📋 Description

• Define and spearhead Blackbaud’s innovative, comprehensive renewals and retention strategy across a vast, multi-product installed customer base.

• Evaluate the current renewals process and take charge of the transformation strategy's implementation and execution from start to finish.

• Reconstruct renewals teams, processes, operating models, and customer interactions for scalability and predictability.

• Create scalable processes, governance frameworks, standards, measurement systems, and instrumentation.

• Minimize partial churn, downsell, contract erosion, and overall churn rates.

• Develop offerings, bundling, and packaging strategies to enhance retention, expansion, and customer value.

• Design both named and automated customer coverage models at scale.

• Leverage AI, predictive analytics, data science, automation, and intelligent tools to segment customers, predict churn risk, highlight expansion opportunities, and enhance the customer experience.

• Take ownership of performance metrics related to gross retention, net revenue retention, renewal rates, and expansion.

• Present expansion as a singular, relevant offer during renewals.

• Personally engage in high-stakes, complex renewals and discussions with senior customer executives.

• Collaborate with Finance to forecast recurring revenue and contribute to long-term planning.

• Safeguard margin and commercial value.

• Foster alignment across Product, Finance, Legal, Sales, and Customer Success within a matrixed organization.

• Manage customer-facing initiatives and lead retention and lifecycle optimization efforts.

• Tailor renewal strategies based on customer health and strategic significance.

• Direct unrealized-value issues to onboarding and enablement teams.

• Redesign the team and organizational structure, including roles, coverage models, and reporting lines.

• Recruit, nurture, and retain the team and leadership talent.

• Establish priorities, expectations, and accountability while cultivating a high-performance culture.

⛳️ Requirements

• 12+ years of experience in renewals, customer success, revenue operations, commercial operations, account management, or similar leadership roles.

• Proven ownership of recurring revenue performance, customer retention, and large-scale business transformation initiatives.

• Transformational leadership experience within renewals or commercial organizations on a large scale.

• Oversight of thousands of customer accounts and significant recurring revenue through both named and scaled customer engagement models.

• Demonstrated experience in rebuilding and transforming a renewals organization, operating model, or process, resulting in measurable improvements in GRR, NRR, retention, and churn.

• Proven track record of owning and enhancing gross retention performance.

• Experience using automation, AI, and data-driven insights to segment customers, identify risks, and optimize engagement strategies at scale.

• Strong comprehension of pricing, packaging, and bundling strategies and their effects on ARR, customer cohorts, retention, and growth.

• Experience working with enterprise customers and leading intricate renewal, expansion, or commercial discussions.

• Proven capability to lead organizational change, evolve team structures, and sustain high levels of engagement and performance during transformation periods.

• Demonstrated ability to drive alignment and achieve results within a matrixed organization.

• Strong commercial insight combined with a customer-centric mindset.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Remote-flexible workforce options.

• Wellness Programs.

• 401(k) program with employer matching.

• Flexible paid time off.

• Generous Parental Leave.

• Donations for Doers program.

• Pet insurance, along with legal and identity protection services.

• Tuition reimbursement program.