Agents For Good Readiness Lead

Who are we

At Blackbaud, we empower the people and institutions changing the world-accelerating human progress and building a future where resources move at the speed of need. Our mission is to provide cloud software, services, expertise , and data intelligence that empower and connect people to drive impact for social good, and our vision is to power an Ecosystem of Good that builds a better world .

What we are looking for

We are seeking a n experienced, hands-on Team Lead, who will lead and develop a team supporting readiness and product adoption programs , with a primary focus on AI-powered Agents for Good products . The Customer Success Readiness & Adoption Team Lead is a player-coach who leads, develops, and manages a team , while also serving as an individual contributor on key initiatives. This role combines people leadership, program management, and customer onboarding & adoption expertise to prepare Customer Success teams and customers for new products and features.

Job Title

Team Lead - Readiness and Adoption

Location

Hyderabad, India (Hybrid/Onsite-per business requirement)

Work timing

1PM IST to 10PM IST ( Or as p er business requirement)

Key Responsibilities

• Lead, coach, & manage a team supporting readiness and adoption efforts, primarily for AI-powered Agents for Good products through 1:1 s , team meetings, performance reviews cycles & other methods .

• Ensure team members alignment with region specific workplace policies.

• Assess upcoming product changes to determine customer and internal impact, identif y stakeholders, and understand project requirements

• Collaborate closely with Readiness Program Manager colleagues, especially because of the overlap between Agents for Good and other Blackbaud products

• Support readiness projects from kickoff through enablement by contributing to completion of tasks

• Support customer communication and adoption efforts in collaboration with Customer Success, Marketing, and Products

• Serve as the primary advisor for customers onboarding the Development Agent and Data Health Agent, guiding them through set up, configuration, and early usage through a mix of 1:1 and scaled experiences

• Successfully lead customers through a structured onboarding journey from inception through adoption to drive readiness, activation, and adoption, ensuring they are prepared, confident, and actively using AI capabilities quickly

• Deliver change management support by helping teams adopt new AI-driven workflows and integrate insights into day-to-day operations

• Guide customers in interpreting and actioning Data Health Agent insights to improve data quality and outcomes

• Create and leverage playbooks, templates, and self-service resources to scale the AI onboarding experience

• Monitor customer engagement and usage metrics to identify risk and trigger proactive outreach

• Provide feedback on product usability and adoption challenges to influence future enhancements - surfacing friction points, technical obstacles, and customer customers that slow adoption

• Act as an AI champion to customers and internal teams - building enthusiasm for the Development Agent and Data Health Agent, modelling responsible AI use, and helping customers see the value of AI-powered fundraising

• Produce referenceable customers by driving successful adoption outcomes and identifying clients willing to serve as references, case studies, or advocates

Required Qualifications

• 8-10 years of combined experience in a SaaS environment focused on Customer Success, i nternal or c ustomer adoption or enablement , and leading small teams

• Experience working with cross-functional teams and stakeholders at many levels, working towards shared goals

• Outstanding communication, facilitation, and relationship-building skills, including comfort engaging senior leaders

• Experience driving product adoption, enablement or change management initiatives

• Detail-oriented and organized, with the proven ability to manage multiple tasks, projects, and customers simultaneously

• Strong initiative and adaptability in a fast-paced, evolving environment

• Active, hands-on use of AI tools (such as ChatGPT, Microsoft Copilot, Claude) in a professional setting

• Knowledge of nonprofit and/or AI-powered software solutions . Experience with Blackbaud Solutions a plus (Raiser s Edge NXT preferred)

• BS/BA degree or equivalent experience