Description

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 setting.

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

Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

📌 Customer Renewals Sales (India)
🏢 Blackbaud
📍 India