As part of our Customer Retention team, you’ll work closely with Sales, Customer Success, and cross-functional partners to deliver a seamless renewal experience while identifying opportunities to support customer growth. You’ll leverage data, insights, and AI-enabled tools to anticipate customer needs, reduce risk, and help customers achieve meaningful outcomes through technology. This is an opportunity to contribute to a global customer base while growing your expertise in a collaborative, high-performing environment.
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.
Expected working hours are 01:00 PM to 10:00 PM IST, with occasional flexibility required to support collaboration with U.S.-based teams and business needs.
Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business needs.
What you'll do
• Drive successful customer retention by leading a proactive, predictable renewal process beginning 4-6 months prior to contract expiration, ensuring continuity and customer satisfaction.
• Build trusted relationships with customer decision-makers and influencers, helping customers align Blackbaud solutions with their evolving business goals and operational needs.
• Manage renewals across software subscriptions, maintenance agreements, professional services, and managed services while maintaining forecast accuracy and operational excellence.
• Identify and mitigate renewal risks early by monitoring customer engagement, usage trends, and contract activity, developing action plans that support long-term retention.
• Partner closely with Sales and Customer Success teams to support strategic renewals, account expansion opportunities, and customer growth initiatives.
• Leverage customer insights, data, and AI-assisted tools to streamline renewal activities, improve efficiency, and deliver a consistently exceptional customer experience.
What you'll bring
• 5+ years of experience in renewals, account management, customer success, or a related customer-facing role within a software, technology, or Software-as-a-Service environment.
• Knowledge of contract renewals, customer retention strategies, and commercial negotiations, combined with experience managing customer portfolios and revenue forecasts.
• Understanding of customer lifecycle management and subscription-based business models, including identifying retention risks and expansion opportunities.
• Strong organizational, pipeline management, and analytical skills, with the ability to manage multiple priorities and make data-informed decisions.
• Excellent written and verbal English communication skills with experience engaging senior stakeholders across global regions and time zones.
• Experience using customer relationship management platforms, reporting tools, and AI-enabled productivity solutions to improve customer outcomes and operational effectiveness
"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.
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