Blackbaud

Director, Implement To Renew

Remote, United States of America · Director

Sponsorship not specified$134k-$174kDetected 42 days ago

Agentic AIAgileCRMCustomer SuccessAccount RetentionLeadershipCollaboration

About the role

The role participates directly in Lean Portfolio Management governance, shaping investment sequencing and capacity allocation for the I2R value stream alongside C2M and A2R peers.
Every leader is expected to understand, govern, and expand AI powered systems-not just use them.
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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.
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. Cross-Functional Alignment
Strong executive-level systems thinking-ability to design the operating model for a value stream, not just manage within one.

Ability to drive technical decisions that meet required standards of quality, security, and operability.

Experience in the nonprofit sector, donor-advised funds, or gift management.
Familiarity with SAFe Release Train structures and ART coordination at the portfolio level.
Experience leading within a multi-value-stream operating model with formal LPM governance.

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.
Strong focus on data-informed decision making, with the ability to translate customer health signals and retention metrics into strategic priorities.
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.
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.
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.

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment.
equal opportunity employer and is committed to maintaining a diverse and inclusive work environment.

This listing is sourced directly from Blackbaud's careers page and normalized into a canonical job model.