Senior Director, Renewals and Retention
Senior Director, Renewals and Retention
Role overview
The Senior Director, Renewals and Retention is a strategic leadership role responsible for defining and leading Blackbaud ’s next-generation renewals motion across a large, multi-product installed base. This leader will own retention as a business outcome and reimaginethecustomerrenewalexperience,moving from a fragmented set of contracts, dates, and conversations toward a simple, unified, and predictable renewal relationship.
This role moves beyond traditional renewal management.The Senior Director, Renewals and Retention willdesign and operationalize a scalable, data-driven renewals model aligned to customer segmentation, product strategy, and long-term revenue growth.They will alsobuildand evolvethecapabilities,strategy, standards, systems, and teamrequiredto support a modern renewals organization.This rolehas adirectimpact onrecurring revenue, retention, and expansionoutcomes.
We are looking for a transformational leader who will set the strategy, buildand develop the renewalsmotion, and lead the organization through change while driving towards required business outcomes.
Whatyou’llbring
Transformation, strategy & execution
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Move quickly to assess the current renewals motion and develop a new transformation strategy — then own its implementation and execution end to end.
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Rebuild the renewals motion, team, and processes for scale and predictability,retainingrevenue for customers while improving churn.
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Establish scalable processes, governance, and the standards that keep simplification disciplined.
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Tackle partial churn directly, including changing how the organization negotiates with customers at renewal to reducedownselland contract erosion.
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Operationalize the strategy: translate it into implemented changes to team structure, tools, workflows, and customer-facing motions, and sustain the change through execution.
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Lead organizational change with clarity and pace, evolving the motion in step with product and go-to-market shifts.
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Build the measurement and instrumentation that show whether the transformation is working.
Strategic leadership and renewals strategy
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Define and lead the end-to-end renewals and retention strategy across the installed base.
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Reimagine the customer’s renewal experience andleadthe commercial simplificationrequiredto get there.
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Shape offering, bundling, and packagingstrategyas a driver of retention, expansion, and customer value.
AI, data, and innovation
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Design a next-generation motion that pairs named coverage with scaled, automated coverage for the broader base.
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Apply AI and data science to the transformation — using them to redesign workflows, segment the base, and scale coverage, not just as reporting tools.
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Leverage AI, predictive analytics, and data science to segment customers,anticipatechurn risk, and surface expansion opportunities.
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Champion automation and intelligent tooling to improve scalability, efficiency, and customer experience.
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Continuously evaluate emerging technology to keep the motion ahead of the market.
Revenue ownership and performance
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Own performance against gross retention, net revenue retention, renewal rates, and expansion.
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Deliver expansion as a single, relevant offer at renewal rather than several uncoordinated ones.
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Personally engageonhigh-value, complex renewals and bring executive presence to close.
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Partner with Finance to forecast recurring revenue and inform long-range planning.
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Protect margin and commercial value while driving performance.
Cross-functional influence and matrixed leadership
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Build alignment and accountability across Product, Finance, Legal, Sales, and Customer Success without relying on direct authority.
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Coordinate the motions that reach the samecustomer,so teams reinforce one another rather than compete for attention.
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Lead cross-functional initiatives tied to retention and